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Help in chat and contact

Planr offers built-in help where you can ask about features, errors and billing questions. Many requests can be answered automatically based on articles and known issues; complex cases are passed on to people on the team.

Open chat

Find the Help or chat icon from the profile menu in Planr. Write one issue at a time – it's faster than one long thread with five different questions.

Before you write

  • Refresh the page or close the app and reopen it.
  • Check that you're signed in with the right email.
  • Ask the club's Planr administrator first if it concerns roles, teams or access to the venue plan.
  • Read the help article closest to your topic.

Information that speeds up the answer

Have this ready in the first message:

  • The email address on your Planr account.
  • The club and team it concerns, if it's club-related.
  • Website or app, and the browser if you're on a PC.
  • The time the problem occurred and whether it repeats.
  • A screenshot of the error message without sensitive info.
  • For payment: whether you paid on the web or in the Apple app.

Chatbot vs human

The chatbot pulls answers from help articles and common reply templates, and can be wrong on rare cases or brand-new features. Ask to talk to a human if you don't get a solution, or if the case concerns finances or contractual matters.

Response times

Planr is a smaller organisation, and response times vary. Serious issues that prevent the club from training or managing the venue are prioritised. Pure usability requests can take longer but are noted.

Product feedback

We want concrete feedback:

  • "Button X is hard to find on mobile" is more useful than "the app is bad".
  • Suggest a use scenario: "When I have three teams I want to …".

Escalation to finance or legal

Questions about contract terms, invoicing to the club or data processing can't always be resolved in first-line chat. We gather documentation and reply by email or via the club's contact person.

Security in chat

  • Don't send passwords or full card numbers.
  • Don't paste personal identification numbers or sensitive health data about players.
  • If you accidentally send sensitive info, ask us to delete the message where the system allows it.

Related

See Account, password and sign-in for the technical steps before reporting a pure sign-in issue.

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