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Log a ticket from inside the app: Account → Help & support → Log a ticket. That is the route to use — it comes through attached to your account, so we know who you are without you proving it. Two fields: a subject and a message.

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What to include

We can only act on what you tell us, so the difference between a fast answer and three rounds of questions is usually detail:
  • What you expected, and what happened instead
  • The date and the amount, if money is involved
  • Which wallet — most people hold more than one
  • The reference from a card statement, for a top-up that did not arrive
If you are reporting something you cannot undo — money sent to the wrong person, a lost printed batch of cash tokens — say so plainly in the subject. Those get looked at first.

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What happens next

Your ticket appears under Help & support as Open, then In progress once someone picks it up, then Resolved.
In progress also covers tickets we are waiting on you for. We reply by email or SMS rather than in the app, so if one sits there a while, check your inbox and your messages.
For anything urgent — suspected fraud or unauthorised activity on your account — email hello@loosh.app directly rather than waiting on a ticket.

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Before you write in

Check the Loosh status page. If we already know about a problem it will be there, with what is affected and how far along the fix is — and a ticket will not make it move faster. Some other things are faster to fix yourself, and troubleshooting covers them: a code that has not arrived, a mistyped cell number, a forgotten PIN, a top-up that has not appeared yet, a rejected identity check. A few things genuinely need a person, and no amount of retrying will help:
  • Your card was charged but the balance never moved
  • Cancelling a withdrawal that has not gone out yet
  • Cancelling a cash token before it expires
  • Correcting your ID number, date of birth or gender after sign-up
  • An identity check that keeps failing on the same document