Our support team aims to reply to every ticket within 24 to 48 hours. Urgent tickets get extra attention, so if your issue is time sensitive, mark the ticket as urgent and tell us why.
What if my issue is time sensitive?
Mark your ticket as urgent, and say in the ticket what the deadline is and what happens if it's missed. For example:
"My session with a client starts in 2 hours and the video link isn't working."
"My client's package hours expire tomorrow."
"My client is asking for a refund and the refund window closes on Friday."
Details like these help us decide what to handle first. If a video call won't work right now, switch the session to Zoom or Google Meet so your client isn't left waiting (see Scheduling and Recording Sessions), then submit a support ticket.
How do I get a faster answer from support?
Use the email on your Leland account.
For a client or session issue, include the client's name and the session date and time.
For something broken, add a screenshot and say which device and browser you were using (or whether you were in the app).
For a payout question, include the order or payout date.
How do I check on my ticket?
You'll get updates by email and in the messenger on the Support Hub. To see a ticket, open the Support Hub, click the round icon in the bottom right corner, open Tickets, choose your ticket and click Continue the conversation. Full steps are in How to Submit a Support Ticket.
What if my issue still isn't fixed?
Reply to your existing ticket (by email or in the Support Hub) instead of opening a new one. That keeps your history in one place, so whoever picks it up has the full picture.
Can I ask for help in Slack instead?
We're phasing out the #leland-support channel. Tickets reach the right person, and nothing gets lost in a busy channel.