How to Create a Support Ticket

If you have a problem you can't solve by yourself, the ReciGo support team is here to help. This guide explains how to contact us and what to expect.

📞 Support Channels

Within the App (Recommended)

Advantages:

• ✅ Faster (includes your account data automatically)
• ✅ Attach screenshots easily
• ✅ Real-time tracking
• ✅ Ticket history

How to access:

1. Open ReciGo
2. Go to Account → Help
3. Tap "Contact support"

Email

Addresses by problem type:

• 📧 General: support@recigo.es
• 💰 Payments: payments@recigo.es
• 🔐 Privacy: privacy@recigo.es
• 🚨 Emergencies: emergencies@recigo.es
• 🚗 Helpers: helpers@recigo.es

Response time: 24-48 hours

Live Chat

Available:

• Monday to Friday: 9:00 AM - 6:00 PM (CET)
• Saturdays: 10:00 AM - 2:00 PM (CET)
• Sundays: Closed

How to access:

1. App → Account → Help
2. Tap "Live chat"
3. If available, connect with an agent

Wait time: 2-10 minutes

Phone (Emergencies Only)

Number: +34 900 123 456 (free)

Available:

• Only for safety emergencies
• Monday to Friday: 9:00 AM - 6:00 PM

What's considered an emergency:

• Immediate safety issue
• Fraud in progress
• Accident during job
• Hacked account

📝 Create Ticket from the App

Step by Step

1. Open ReciGo
2. Go to Account → Help
3. Tap "Contact support"
4. Select category:
   • 🔧 Technical problem: App errors, access issues
   • 💳 Payments and charges: Problems with payments or charges
   • ⚖️ Dispute or complaint: Problems with a specific job
   • 👤 My account: Profile or account settings
   • 💬 General question: Other queries
   • 📝 Other: Other topics
5. If the problem is related to a job, you can select the specific job from your recent jobs (last 30 days)
6. Describe your problem (minimum 50 characters)
7. Attach evidence:
   • Screenshots
   • Photos
8. Tap "Submit"
9. You'll receive a ticket number

What to Include in Your Ticket

Essential information:

• ✅ Clear description of the problem
• ✅ What you were doing when it happened
• ✅ What you expected to happen
• ✅ What actually happened
• ✅ When it occurred (date and time)

Additional useful information:

• 📱 Phone model and system version
• 📲 ReciGo app version
• 🔢 Job ID (if applicable)
• 👤 Other user's username (if applicable)
• 📸 Screenshots of the error

Example of bad ticket:

"The app doesn't work"

Example of good ticket:

"I can't post a job. When I tap 'Post' after adding photos 
and price, the app stays on loading screen and then shows 
'Something went wrong' error. This started today 01/31/2026 
at 2:30 PM. Attached screenshot of error. iPhone 13, iOS 17.2, 
ReciGo app v2.4.1"

🎫 Track Your Ticket

Ticket Number

After submitting, you'll receive:

• Ticket number (e.g., #REG-12345)
• Confirmation email
• Estimated response time

View Ticket Status

From the app:

1. Account → Help → "My tickets"
2. You'll see ticket list:
   • 🟡 Open: Under review
   • 🔵 In progress: Being investigated
   • 🟢 Resolved: Problem solved
   • 🔴 Closed: Ticket archived

By email:

• You'll receive automatic updates
• You can reply to the email to add information

Reply to Support

If support asks for more information:

1. Open the ticket in the app
2. Tap "Reply"
3. Add the requested information
4. Submit

Or reply to the email directly.

⏱️ Response Times

By Priority

Urgent (safety, fraud):

• First response: 2-4 hours
• Resolution: 24 hours

High (payments, active jobs):

• First response: 12-24 hours
• Resolution: 2-3 days

Medium (technical problems):

• First response: 24-48 hours
• Resolution: 3-5 days

Low (general questions):

• First response: 48-72 hours
• Resolution: 5-7 days

Factors That Affect Time

Faster if:

• You provide all necessary information
• You attach clear evidence
• The problem is common (already known)
• You contact during business hours

Slower if:

• Information is missing (we have to ask)
• Complex problem requiring investigation
• Weekend or holidays
• High ticket volume

🔍 Common Problem Types

Job Problems

Examples:

• Helper doesn't show up
• Customer doesn't pay
• Dispute over damages
• Job doesn't appear in app

Needed information:

• Job ID
• Other user's name
• Problem description
• Message screenshots

Payment Problems

Examples:

• Payment not processed
• Refund not received
• Incorrect charge
• Card problem

Needed information:

• Transaction ID
• Payment amount
• Charge date
• Last 4 digits of card

Complete guide: Refunds and disputes

Technical Problems

Examples:

• App closes by itself
• Can't log in
• Photos don't upload
• Notifications don't arrive

Needed information:

• Phone model
• Operating system version
• App version
• Steps to reproduce the error

Guide: Login problems

Account Problems

Examples:

• Can't change email
• Forgot my password
• Want to delete my account
• Account suspended

Needed information:

• Account email
• Account phone
• Problem description

💡 Before Contacting Support

Check Help First

Many problems already have solutions:

1. Search in help:

   • App → Account → Help → 🔍 Search
   • help.recigo.es

2. Check FAQs:

   • Each article has FAQ section
   • Covers the most common problems

3. Try basic solutions:

   • Restart the app
   • Update to latest version
   • Check your internet connection
   • Check app permissions

If nothing works, then contact support.

Quick Solutions

📊 What to Expect from Support

First Response

Support will send you:

• Receipt confirmation
• Ticket number
• Time estimate
• Possible clarifying questions

During Investigation

You can expect:

• Updates every 24-48h
• Requests for additional information
• Explanation of steps we're taking

Resolution

When resolved:

• Explanation of the solution
• Steps you need to follow (if applicable)
• Confirmation that problem is resolved
• Feedback request

If You're Not Satisfied

You can:

1. Reply to the ticket explaining why
2. Request escalation to supervisor
3. Provide feedback about the service

❓ Frequently Asked Questions

💡 Suggestions to Improve the App

Have an idea to improve ReciGo? You can send suggestions directly from the app:

1. Go to Account → Suggestions
2. Write your idea
3. Your email app will open with the suggestion ready to send to contacto@recigo.es

Your suggestions help us prioritize the improvements that matter most to you.

📚 Related Resources

• Report a User or Problem
• Login Problems
• Refunds and Disputes
• Frequently Asked Questions

Last updated: April 9, 2026

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