Getting help

Ways to get unstuck

Everything starts at Help & Contact Us in your sidebar. One screen holds the search, the guides, Maelo AI, and the two buttons that reach a person.

• Search the guides from the box at the top.
• Browse by area using the tiles: Calendar, Requests, Financial, Flash Manager and the rest.
• Ask Maelo AI to get a quick answer to a question in your own words.
• Contact Us opens a support ticket with the team.
• Beta App Feedback is for something broken, confusing or missing in the app, and it goes straight to the team building it.

Searching and browsing

Type what you are stuck on into the search box and results filter as you go. It searches the help articles and tells you which area each result came from, so you can see whether the answer is filed under Requests or under Financial before you open it.

If you would rather browse, tap a tile. Each one expands to show the guides for that part of Maelo, and View all documentation opens the full guides.

Ask Maelo AI from any screen

Every page in your Maelo app has an ellipsis menu, and every one of those menus has Help. Tap it and Maelo AI opens over the page you are on, so you never lose your place.

Maelo AI is an assistant that has read these guides. Ask it anything about Maelo in your own words, from how deposits work to where a setting lives, and it gives you a short answer with links to the guides it drew from, so you can read the full thing yourself. There are suggested questions to start you off, and New chat starts a fresh conversation.

You can also open it from the Ask Maelo AI card on Help & Contact Us.

Opening a ticket

When nothing in the guides covers it, tap Contact Us. The form asks for three things: your email, a subject, and a message. Your email is filled in from your account, and you can change it if you would rather be replied to somewhere else.

1. 1

   Step 1: Say what you expected

   What you were trying to do, in one line.
2. 2

   Step 2: Say what happened instead

   The error, the wrong number, the button that did nothing.
3. 3

   Step 3: Say where

   The screen you were on, and the client or booking involved if there was one.

Maelo sends the technical details along with the message, so you do not have to work out what browser or phone you are on. There is a quick verification step before the form sends, which is there to keep spam out.

What happens after you send

You get a ticket number on screen straight away, and a confirmation email to match. Keep that number. It is how the team finds your case, and it is worth quoting if you follow up about the same thing later.

Maelo replies within 24 hours. If you think of something after you have sent it, or you want to attach a screenshot, just reply to the confirmation email and it joins the same ticket. There is no need to open a second one, and a second one usually slows things down.

Got an idea rather than a problem? Send it from Beta App Feedback in the sidebar of your Maelo app, with a screenshot or a screen recording if it helps.