Support and response times
Email support only, one small team behind it, honest hours and realistic response times.
Support is a small team, not a call center. That has upsides (real answers, no scripts) and downsides (no 24/7 phone).
How to reach us
- Email:
hello@booked.co - In-app: The help widget in the dashboard opens the same channel.
When to expect a reply
| Day | Target first response |
|---|---|
| Monday–Friday | Within 4 business hours |
| Saturday | Within 12 hours |
| Sunday and US holidays | Next business day |
What to include
- The shop URL (
booked.co/<slug>) or a booking reference code. - What you did, what you expected, and what actually happened.
- A screenshot when it is a visual bug.
A booking reference is worth more than a long description. It identifies the appointment exactly, and support can see its times, its status, whether the confirmation was delivered and whether a payment went through — which usually settles what happened without another round of questions.
What we can and cannot do for you
We can look things up, fix things on our side, and correct data that got into a bad state. We cannot act on your behalf with a customer, refund a charge without the shop asking, or change something in your Stripe account for you.
Priority
Payment-blocking and calendar-outage issues are prioritized over feature questions. Say "URGENT" in the subject line if a booking is affected right now.
Please do use it sparingly. It works because it is rare, and a queue where everything is urgent is a queue where nothing is.
Before you write
The answer to most questions is already in this help centre, and it is faster than waiting for us. If it is not there, that is worth telling us too — a question we get twice is a page we should have written.