Contacting Support

Learn how to get help from Apprentice support for technical issues, billing questions, and account problems.

Overview

Apprentice provides multiple support channels to help you resolve issues, answer questions, and get the most out of the platform. This guide explains when to contact support, how to reach us, what information to include, and what to expect.

When to Contact Support

Technical Issues

Contact support if you're experiencing:

✅ Platform errors or bugs
✅ Features not working as expected
✅ Payment processing failures
✅ Account access problems
✅ Data sync or loading issues
✅ Integration problems (Stripe, Google Calendar, etc.)

Billing and Subscription

Contact support for:

✅ Billing disputes or incorrect charges
✅ Refund requests
✅ Subscription cancellation issues
✅ Payment method problems
✅ Upgrade/downgrade assistance
✅ Custom billing arrangements

Account Issues

Contact support if you need help with:

✅ Locked or suspended accounts
✅ Password reset not working
✅ Email verification issues
✅ Account deletion or data export
✅ Merging duplicate accounts
✅ Recovering lost data

Privacy and Security

Contact support for:

✅ Suspected account compromise or hack
✅ Unauthorized charges
✅ Data privacy concerns or GDPR/CCPA requests
✅ Reporting security vulnerabilities
✅ Suspicious activity on your account

Feature Requests and Feedback

Contact support to:

✅ Suggest new features
✅ Report usability issues
✅ Provide feedback on recent updates
✅ Request beta access to new features

Before Contacting Support

Try Self-Service Solutions First

Check help documentation:

Browse Help Articles for your specific issue
Use search to find relevant troubleshooting guides
Try suggested solutions before escalating to support

Common issues with quick fixes:

Try basic troubleshooting:

Refresh the page
Clear browser cache and cookies
Try a different browser
Check internet connection
Log out and log back in

Contact Your Artist or Shop First (If Applicable)

For appointment-specific issues:

❌ Don't contact Apprentice support for artist availability or scheduling
✅ Message your artist directly via chat for booking questions
✅ Contact shop reception for in-person issues

For shop member issues:

❌ Don't contact support for team management (unless technical issue)
✅ Contact your shop owner/admin for team-related questions

Support handles platform issues, not user-to-user disputes.

Gather Information Before Contacting

Have this information ready:

Account email address: Email you use to log in
Description of issue: What happened, what you expected, what actually occurred
Steps to reproduce: What you were doing when issue occurred
Error messages: Exact text of any error messages
Screenshots: Visual evidence of the issue (if applicable)
Browser/device: What browser/device you're using
Timing: When the issue started (date and time)

Better information = faster resolution.

How to Contact Support

In-App Support (If Available)

Help widget in Apprentice:

Look for "Help" or "Support" button (often in bottom-right corner or menu)
Click to open support widget
Type your question or issue
Submit ticket directly from the app

Benefits:

Automatically includes account context
Attach screenshots easily
Faster routing to right support team

Live Chat (For Urgent Issues)

Real-time chat support (if available):

Look for chat icon in app or on website
Available during business hours (usually 9 AM - 6 PM PT)
Best for quick questions or urgent issues

When to use live chat:

✅ Urgent issues preventing immediate work
✅ Quick clarifications
✅ Time-sensitive problems (e.g., appointment starting soon)

Information to Include in Support Request

Essential Information

Always include:

Your account email: Email address you use to log in
Issue description: Clear explanation of what's wrong
Expected vs. actual behavior: What should happen vs. what actually happens
When it started: Date and time issue began

Helpful Additional Information

Include if applicable:

Error messages: Copy exact text (or screenshot)
Steps to reproduce: What you were doing when issue occurred
Browser/device: Chrome on Windows, Safari on iPhone, etc.
Browser version: Found in browser settings (e.g., Chrome 120)
Screenshots: Visual evidence of the issue
Account type: Artist, client, shop owner
Subscription plan: Free, Starter, Professional, etc.
Previous troubleshooting: What you've already tried

For Billing Issues

Include:

Transaction date and amount
Last 4 digits of payment method
Stripe transaction ID (if available)
Description of billing issue
Expected charge vs. actual charge

For Payment Processing Issues

Include:

Error message or code
Payment method used
Amount and recipient
Browser console errors (if you can access them)

For Account Access Issues

Include:

Last successful login date
Any password reset attempts
Two-factor authentication status
Error messages when attempting to log in

For Bug Reports

Include:

Detailed steps to reproduce the bug
Frequency (every time, occasionally, once)
Any workarounds you've found
Browser console errors (if applicable)

What to Expect from Support

Response Times

Email support:

Standard issues: 24-48 hours (business days)
Urgent issues: 4-8 hours (business days)
Critical issues (site down, payment failure affecting many users): 1-2 hours

Live chat (if available):

Immediate response during business hours
Average wait time: 2-5 minutes

Business hours: Monday-Friday, 9:00 AM - 6:00 PM Pacific Time (US)

Initial Response

You'll receive:

Confirmation that your request was received
Ticket number for tracking
Estimated response time
Request for additional information (if needed)

Resolution Process

Investigation: Support team reviews your issue
Clarification: May ask follow-up questions
Resolution: Fix applied or workaround provided
Confirmation: You're asked to confirm issue is resolved
Closure: Ticket closed once resolved

Escalation

If issue isn't resolved at first level:

Support may escalate to engineering team
You'll be notified of escalation
May take longer but ensures proper resolution

Urgent vs. Non-Urgent Issues

Urgent Issues (Priority Support)

Issues requiring immediate attention:

Platform completely down or inaccessible
Payment processing broken for all users
Security breach or account compromise
Data loss or corruption
Critical bugs affecting many users

Mark as urgent in your email subject (e.g., "URGENT: Cannot access account").

Non-Urgent Issues (Standard Support)

Issues that can wait 24-48 hours:

Feature requests
General questions
Minor bugs or inconveniences
Billing inquiries
Account settings help

Standard email is appropriate for these.

Common Support Requests

Password Reset Not Working

Quick fix:

Check spam folder for reset email
Try different email address (if you have multiple)
Wait 10 minutes and try again
If still not working, email support with your account email

Payment Failed

Quick fix:

Verify payment method details
Check card hasn't expired
Try different payment method
Disable browser ad blockers or privacy extensions
If still failing, email support with error message

Missing Features or Access

Quick fix:

Verify your subscription plan includes the feature
Check feature flags (some features rolled out gradually)
Clear cache and reload page
If still missing, email support with plan details

Account Locked

Quick fix:

Check email for security alert explaining why
If no email, wait 10-15 minutes (temporary locks may auto-expire)
If still locked, email support immediately

After Contacting Support

Follow-Up

If you don't receive a response within expected time:

Check spam folder for support replies
Reply to your original email (don't create new ticket)
Reference your ticket number (if provided)
Wait at least 48 hours (business days) before following up

Provide Feedback

After your issue is resolved:

You may receive a satisfaction survey
Feedback helps improve support quality
Rate your experience and leave comments

Escalate If Needed

If unsatisfied with resolution:

Ask to speak to a supervisor or escalate your ticket
Explain why the resolution isn't acceptable
Propose alternative solutions
Request escalation to management if necessary

Be respectful: Support agents are there to help, even if the first solution doesn't work.

Support for Specific User Types

For Clients

Best support channel: Email or in-app support

Common client issues:

Booking problems
Payment issues
Check-in troubles
Notification problems

Remember: Contact your artist directly for appointment-specific questions.

For Artists

Best support channel: Email, in-app support, or live chat

Common artist issues:

Subscription billing
AI generation problems
Calendar sync issues
Payment processing

Pro tip: Artists on Professional plans may have priority support.

For Shop Owners

Best support channel: Email or phone (if available on your plan)

Common shop issues:

Team management
Billing for multiple team members
Reception board issues
Analytics and reporting

Dedicated support: Enterprise plans often include dedicated account manager.

Privacy and Security in Support

What Support Can See

Support team has access to:

Your account information (email, name, profile)
Subscription and billing history
Usage logs and error logs
Recent activity

Support cannot see:

Your password (it's encrypted)
Full payment card details (only last 4 digits via Stripe)
Private chat messages (unless you share them)

Keeping Your Information Safe

When contacting support:

✅ Use your account email address
✅ Provide ticket number for follow-ups
✅ Confirm support agent's identity if contacted unexpectedly
❌ Never share your password with support
❌ Don't send full payment card numbers via email

Legitimate support will never ask for:

Your password
Full credit card numbers
Social Security Number (unless for tax compliance, via secure form)

Reporting Security Issues

If you discover a security vulnerability:

Email: security@apprentice.com
Include detailed description
Do not disclose publicly until patch is released
May be eligible for bug bounty (if program exists)

Alternative Resources

Self-Service Resources

Before contacting support, try:

Help Articles - Comprehensive guides
FAQ (if available) - Common questions
Video Tutorials (if available)
Community Forum (if available)

Status Page

Check platform status:

Visit status.apprentice.com (if available)
View current and past incidents
Subscribe to status updates

If platform is down, support may already be working on it.

Contact Your Artist or Shop

For appointment-specific issues:

Message artist via Apprentice chat
Call shop directly (if available)
Use artist's social media as last resort

Support cannot help with:

Artist availability
Shop policies
Artist-client disputes

FAQs

Q: How long until I get a response?

A: 24-48 hours for standard issues, 4-8 hours for urgent issues during business days.

Q: Can I call support?

A: Phone support is typically only available for shop subscriptions (Professional/Enterprise plans).

Q: What if my issue isn't resolved?

A: Reply to the support email and ask for escalation or further assistance.

Q: Do I need to create a new ticket for follow-up?

A: No. Reply to the original email thread to keep the conversation organized.

Q: Can I get help in languages other than English?

A: Check with support about multilingual assistance availability.

Q: Is support available 24/7?

A: No. Support is typically available Monday-Friday, 9 AM - 6 PM Pacific Time.

Q: What if I have an urgent issue on the weekend?

A: Email support and mark as urgent. Emergency issues may receive weekend attention, but response times are longer.

Q: Can support help me learn how to use features?

A: Yes, but start with help articles and tutorials first. Support is best for issues, not general training.

Updated on: 16/01/2026

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