Contacting Support

Can’t find the answer you need? Here’s how to reach us.

Before Contacting Support

You might find your answer faster by:

Searching the Help Center — Use the search bar at the top of this page
Checking related articles — Each article links to related topics
Trying basic troubleshooting — Refresh the page, restart the app, or check your internet connection

How to Contact Us

Help Center Contact Form

The fastest way to reach us:

Go to our Contact page
Fill out the contact form
Include as much detail as possible
Submit your request

You’ll receive an email confirmation with your ticket number.

From Within the App

Tap your profile icon
Tap Settings
Scroll to Help & Support
Tap Contact Support

This automatically includes your account details and device information, which helps us help you faster.

What to Include

Help us help you by including:

For General Questions

What you’re trying to do
What’s happening instead

For Bug Reports

Steps to reproduce — What did you do right before the problem?
Error message — The exact text of any error
Screenshot — A picture is worth a thousand words
Device/browser — iPhone 14, Chrome on Windows, etc.

For Account Issues

The email or phone number associated with your account
When the issue started
Any changes you made recently

For Lending Problems

Which library the issue is in
Which book is affected
Names/usernames of other people involved (if applicable)

Response Times

We aim to respond within:

Priority	Response Time
Account access issues	Within 24 hours
Bug reports	Within 48 hours
General questions	Within 48-72 hours

Response times may be longer on weekends and holidays.

Check Your Spam Folder

Our replies come from [email protected]. If you don’t see a response:

Check your spam/junk folder
Add [email protected] to your contacts
Check any filters that might be catching our emails

Follow-Up on a Request

If you’ve already submitted a request and need to add information:

Reply to the confirmation email you received
Or submit a new request and mention your previous ticket number

Tips

One issue per request — It helps us track and resolve issues faster
Be specific — “The app crashed when I tapped the camera button on the Add Books page” is more helpful than “The app doesn’t work”
Include your account email — So we can look up your account details