Last Updated: October 29, 2024

1. When to Report an Issue

You should report an issue if you encounter any of the following:

• Technical problems with the website or payment portal (e.g., pages not loading, buttons not working).
• Errors in your account information or payment history.
• Issues accessing your account or making payments.
• Security concerns or suspicious activity.
• Problems with email notifications or communications from our system.

2. Information to Include

To help us resolve your issue quickly, please provide as much of the following information as possible:

• Your full name and property address.
• A detailed description of the problem you’re experiencing.
• The date and approximate time the issue occurred.
• Your web browser and device type (e.g., Chrome on Windows, Safari on iPhone).
• Any error messages you received (please copy the exact text).
• Screenshots of the issue are extremely helpful.

3. How to Report an Issue

The most effective way to report an issue is by contacting our dedicated support team via email.

4. Our Process & Response Time

We are committed to addressing your concerns in a timely manner:

1. Acknowledgement: You will receive an automated confirmation email with a reference number when we receive your report.
2. Initial Review: Our team will review your report and may contact you for additional information if needed. We strive to provide an initial human response within one business day.
3. Resolution: The time to resolve an issue varies by complexity, but we will keep you informed of our progress.