Support
Stuck? Here is
how to reach us.
Three ways in, one person at the end of all of them, and the response targets we publish written out below rather than buried in a contract. They are the same on every plan, including Free.
Start here
In this order, because it is the order that gets you back to work fastest. Nothing here is gated, and you do not have to try the first two before writing to us.
Search the help centre
Step-by-step articles for the things people ask about most: invoicing, quotes, bookings, contacts, settings and billing. Free to read, no sign-in needed.
Open the help centreAsk in the chat window
The assistant sits in the corner of this page and every page of the app. It answers from the help centre, and it carries a Talk to a human option that hands the thread over with what you already typed.
Open the full-page assistantEmail a person
For anything to do with your account, your data or a screen that is not behaving. Write to us from the address on your account where you can, so we can find it without asking.
support@onebookplus.com.auWhich address to use
Two are published, and they are not interchangeable in practice. support@onebookplus.com.au is for account and product help, which is what this page is about. hello@onebookplus.com.au is for general enquiries, partnerships and press, and it is the address named in our service level agreement and terms of service. If you have already written to that one about a support question, it has not gone missing.
What happens after you write
Messages are usually answered the same business day, Australian hours. That is the habit, not the promise. The promise is below, and it is the outer limit rather than the usual case.
Severity 1, Critical
First reply within 4 business hours
When the core platform is down or unusable for most users, with no reasonable workaround.
Severity 2, High
First reply within 1 business day
When a major feature is significantly impaired, but a workaround exists or the impact is limited.
Severity 3, Normal
First reply within 2 business days
When a minor issue, question, or feature request with limited operational impact.
A target is the time to a first reply from a person, not a promise that the problem is solved by then. We assign the severity in good faith from what you tell us, which is the main reason the list below is worth two extra minutes.
The clock runs during business hours only: Monday to Friday, 9:00am to 5:00pm AEST/AEDT, excluding Victorian public holidays. Something that arrives on a Saturday is treated as arriving on Monday morning.
These targets and the uptime target they sit beside are set out in full in the OneBookPlus service level agreement.
What to put in the message
The difference between a first reply that is an answer and a first reply that is a question back.
- What you were trying to do, in your own words.
- What happened instead, and the time it happened.
- Any message that appeared on screen, copied out or photographed.
- The invoice, quote or booking number, if it is about one of those.
Some things have a faster route
Sending one of these to the general queue slows it down rather than speeding it up. Each has its own page, and in two cases its own separate commitment.
Is it down, or is it me?
The status page carries a live reachability check and a hand-kept state for every service, plus the full incident history.
Check system statusYou found a security problem
Security reports go to the disclosure process, not the support queue. It is the one place with its own acknowledgement and resolution targets.
Report a security issueYou are moving from another system
Every plan can book the free 15-minute migration call to get data across from Xero, MYOB or QuickBooks. No charge and no obligation.
Book a migration callYou want your data out, or your account closed
Both are self-serve, and the page explains the formats, who can run an export, and what the 30-day grace period on a deleted business means.
Exporting and deletingSomething is hard to use with a keyboard or a screen reader
Barriers are worth telling us about separately, because they are fixed differently from everything else on this page.
Accessibility statementA question about the contract
The service level agreement is where the targets below sit in writing, alongside the uptime target, the maintenance rules and the service credits.
Read the service level agreementCommon questions
Does a paid plan get faster support?
No. The response targets are the same on every plan, including Free. There is no priority queue and no paid support tier, so a Free account and a Growth account reach the same person.
How quickly will someone reply?
Most messages are usually answered the same business day, Australian hours. The published targets are the outer limit rather than the usual case: 4 business hours when the platform is down, 1 business day for a major feature, 2 business days for everything else.
Is there a phone number for support?
No. Support is email and in-app chat, both answered by the same person who builds the software. A written thread also means the detail is not lost between the call and the fix.
What are your support hours?
Monday to Friday, 9:00am to 5:00pm AEST/AEDT, excluding Victorian public holidays. A message that arrives outside those hours is treated as arriving at the start of the next business day, which is when the response targets start counting.
Still stuck?
Write to us. You are not filing a ticket into a queue: it is one person, and they built the screen you are stuck on.
Last reviewed and updated: by Bishal Shrestha