How can we help?

How support works

Two channels, both answered by the people who build PayCamp. Email [email protected] for anything, or raise a ticket below if you would rather track it. Tickets and email land in the same queue, so use whichever suits you. We aim to reply within one working day, and sooner when something is stopping you taking money.

New sites also get a phone call during onboarding. That call is where we set up your pitches or berths, import what you already have, and get your first invoice out. After that, email and tickets are how we work, because they leave a record you can search.

What to include

• The site name, and the booking, invoice or customer reference if there is one
• What you expected to happen, and what happened instead
• A screenshot if the screen looks wrong — it saves a round trip

If we need to look at your data to help, we will ask you to grant temporary access from your settings. You choose what we can see and for how long, and it expires on its own.

What support covers

Anything about running PayCamp is support: something behaving wrongly, a screen you cannot find, a rate or season that will not save, a payment that has not appeared, importing a spreadsheet of berths or pitches you already keep. Billing questions come here too — we would rather explain a line on an invoice than have you guess at it.

What we do not do under support is build to order. If you need a report, a field or an integration that does not exist yet, say so anyway: it goes on the roadmap, and a fair number of the entries on what's new started as exactly that message. We also cannot support hardware we did not sell you, though we will happily tell you whether a card reader or meter is one we already work with.

We do not publish an uptime guarantee, because we are not going to promise a number we cannot hold ourselves to. What we will do is tell you when something is broken for everyone rather than leaving you to work it out, and say plainly when a fix will land.