Help & Support
Contact Support
Get help from the Loclie support team.
How to Reach Us
In-App Support
Use the help icon (question mark circle) in the header on app.loclie.com.au to contact support. This icon appears in the header and opens a dialog where you can:
- User Guide -- opens the comprehensive guide at guide.loclie.com.au
- Contact Support -- opens a message form where you can describe your issue and optionally include your email for a response
Manage Portal Users
The help/support dialog is only available in the consumer app at app.loclie.com.au. If you are using the Manage portal at manage.loclie.com.au, visit this guide directly at guide.loclie.com.au or use the consumer app to send a support message.
Our support system handles:
- Account issues
- Technical problems
- Business claims
- General questions
Response time: 1-2 business days
Before Contacting Support
Try These First
Many issues can be resolved quickly:
- Check the FAQ - Common questions answered
- Check Troubleshooting - Solutions to common issues
- Refresh the page - Fixes many temporary issues
- Clear browser cache - Resolves display problems
- Try different browser - Rules out browser issues
What to Include
Help Us Help You
When contacting support, please include:
Your Information:
- Account email address
- Your name
The Issue:
- What you were trying to do
- What happened instead
- Any error messages shown
Technical Details:
- Browser (Chrome, Safari, Firefox, etc.)
- Device (phone, tablet, computer)
- Screenshots (if helpful)
For Business Issues:
- Business name
- Business location/town
For Event Issues:
- Event name
- Event date
Example Support Request
Subject: Can't claim my business
Hi Loclie Support,
I'm trying to claim my business "Coffee Corner" in Byron Bay but getting an error that says "This business is already claimed."
I am the owner and don't have any other Loclie accounts. Can you help me resolve this?
My account email: owner@example.com Business: Coffee Corner, 123 Main St, Byron Bay Browser: Chrome on Mac
Thanks!
Response Times
What to Expect
- Support messages: 1-2 business days
- Complex issues: May take longer
- Business claims: 1-3 business days
Business Hours
Our team operates during Australian business hours (AEST/AEDT).
Weekend inquiries will be addressed on the next business day.
Types of Issues We Help With
Account Issues
- Login problems
- Password resets
- Email verification
- Account deletion requests
Business Issues
- Claiming businesses
- Verification problems
- Updating information
- Disputed claims
Event Issues
- Creating events
- Event approval
- Editing events
- Campaign questions
Technical Issues
- Site not loading
- Features not working
- Error messages
- Browser problems
General Questions
- How to use features
- Feature requests
- Feedback
- Partnerships
Feedback & Suggestions
We Love Hearing From You
Have ideas to make Loclie better?
Use the help icon (question mark circle) in the header on app.loclie.com.au and select "Contact Support" to send us your feedback.
We read all feedback and use it to improve Loclie.
Self-Service Resources
Help Yourself
Many questions are answered in our guides:
Getting Started:
Features:
Account:
For Business Owners:
For Event Organizers:
Troubleshooting:
Emergency Issues
Urgent Matters
For urgent issues like:
- Security concerns
- Inappropriate content
- Privacy violations
Use the help icon (question mark circle) in the header on app.loclie.com.au and select "Contact Support" to send a message describing the urgent issue.
We prioritize security and safety issues.
What We Can't Help With
Outside Our Scope
- Issues with businesses directly (contact them)
- Third-party services
- General tech support (browser, device, internet)
- Legal advice
Thank You
We appreciate your patience and feedback as we work to make Loclie better for everyone.
We're here to help!
Contact us: Use the help icon (question mark circle) in the header on app.loclie.com.au