Getting Started
Support And Feedback
Last updated 8 July 2026
Support And Feedback
OpenChair has several ways to get help or send feedback, depending on what you need.
Where to find it. Web: use the in-app help launcher or feedback panel. Mobile: use Help, or Report a problem where it appears on supported error screens.
TL;DR
- Use Help Assistant for how-to questions.
- Use the web feedback panel for bugs, questions, praise, and improvement ideas.
- Web feedback can attach a screenshot.
- Mobile Report a problem sends diagnostic context for supported flows.
- Mobile reports copy a reference ID to your clipboard.
- Feedback and diagnostic reports are separate from customer-facing messages.
Help Assistant
Help Assistant answers product questions inside OpenChair. Use it when you need to know where a setting lives or how a feature works.
See Help Assistant & Public Help Centre Chat for the full help-chat workflow.
Web Feedback Panel
The web feedback panel is for product feedback and issue reports.
Starter prompts include:
- I hit a bug and need help explaining it.
- This flow is confusing and I have an improvement idea.
- Something did not work the way I expected.
Feedback can be categorised as:
- Bug
- Improvement
- Question
- Praise
- Other
Attach A Screenshot
Use the screenshot action to attach the current app page to the feedback report. OpenChair excludes the feedback panel from the screenshot.
If capture succeeds, OpenChair shows Screenshot attached.
If capture fails, OpenChair shows Screenshot not attached with a retry action.
Send Feedback
The panel can submit either a quick text report or an AI-assisted structured report. If sending fails, OpenChair shows Feedback not sent and keeps the text available so you can try again.
Mobile Report A Problem
Some mobile error screens include Report a problem. This is a diagnostic report, not a chat conversation.
It can include:
- venue ID when available
- platform and OS version
- app version and build version
- device model
- the route or screen where the issue happened
- optional error reason
- diagnostic payload for the failing flow
- relevant system or app logs where supported
After a successful submission, OpenChair shows a message like Reported. Reference [id] - copied to clipboard.
If sending fails, OpenChair shows Couldn't send the report. Check your connection and try again.
When To Use Each Support Path
| Need | Use |
|---|---|
| How to use a feature | Help Assistant |
| Suggest an improvement | Web feedback panel |
| Report a confusing flow | Web feedback panel |
| Report a mobile Tap to Pay issue | Report a problem on the mobile error screen |
| Billing or account recovery help | Human support |
FAQ
How do I ask for help in OpenChair?
Use Help Assistant from the app help launcher for product questions. For bugs or suggestions, use the feedback panel on web or Report a problem on supported mobile error screens.
Can I attach a screenshot to web feedback?
Yes. The web feedback panel can attach a screenshot of the current app page, excluding the feedback panel itself.
What does Report a problem send from mobile?
It sends device and app context, the route where the problem happened, optional error details, and relevant diagnostic logs for supported flows such as Tap to Pay.
Do I get a reference number?
Mobile Report a problem copies a reference ID to your clipboard after a successful report.