Contact support (tickets)
If something isn't working or you have a question this Help Center doesn't answer, open a ticket. A ticket is a written conversation with the LoanAdmin team, inside the app or on the web.
Where to find it
- Phone: on the Dashboard, tap the menu (☰) and then Help & Support, at the bottom next to the version. Also from Settings → Help center.
- Tablet: tap your photo to open Profile and then Support.
- Web (loanadmin.app): Help in the sidebar, or Settings → Help center.
The Help Center opens first. To write to us, tap Tickets at the top right.
What your plan includes
In the app, a notice above your tickets shows what your plan includes:
- Business and the 60-day trial: Full support. Our AI answers first and a human responds within 24 hours. You can choose any ticket type.
- Essential and Professional: Our AI answers first. A human responds within 48-60 hours. You can only open Question tickets.
- Legacy Loyalty plan without a subscription: Help center and questions, answered by our AI. Question tickets only.
- No active plan or trial: you'll see Subscription Required and the Upgrade Plan button. You can't open tickets until you have a plan. See Plans and free trial.
The web is part of the Business plan, so there you can choose any ticket type.
Open a ticket
- In Tickets, tap Create ticket.
- Check your Name. Your Email is filled in with your account's email and can't be changed.
- Choose the Contact Type: a question, a problem with the app, or a request for a new feature.
- Write a Subject (at least 3 characters) and a Description (at least 10 characters). Tell us what you were doing, what you expected and what happened.
- Tap Submit. On the web the button says Submit Ticket.
You'll see Support ticket created successfully! and the ticket appears in your list.
You can only have one open ticket at a time. If you already have one, you'll see You already have an open ticket. Close it to create a new one. Write in that same ticket or close it first.
Attach screenshots (web only)
On the web you can attach an image when you create the ticket or in each message, with Attach image. You can also drag it onto the New message area.
- Images only, one per message. iPhone HEIC photos aren't accepted: convert them to JPG or PNG.
- Each image can be up to 3 MB.
- You can remove an image you sent with Remove image.
The phone app doesn't support attaching images. If you need to show us a screen, open the ticket from the web, or describe in your message what you see and the exact text of any error.
The conversation
Tap a ticket to open the chat. Your messages appear on the right (You) and the team's on the left, with the support team's name. Type in Type your message... and send.
As your plan's notice says, the first reply usually comes from our AI. While it prepares the reply you'll see three animated dots. Check what it tells you: if it doesn't solve your issue, don't close the ticket — reply in the same chat. On Essential, Professional, Business and the trial, a person from the team also replies within the time shown in the notice.
Reply alerts
- On your phone: when the team replies, you get a notification with the ticket's subject. Tapping it opens that ticket. Make sure LoanAdmin notifications are allowed: Notifications.
- On the web: if you have the conversation open and allowed browser notifications, you'll hear a sound and see a browser notification.
Statuses and closing
A ticket is Open or Closed. In the app you have two tabs, Open and Closed. On the web you see your open tickets and the closed ones from the last 3 months.
To close a resolved ticket:
- App: tap Close ticket below the chat and confirm.
- Web: click Close ticket, write the Reason for closing (required) and click Confirm close. When you close from the web, the ticket's images are deleted and Image removed for security appears in their place.
An open ticket with no activity for a while may also close automatically. A closed ticket no longer accepts messages: if you need more help, create a new one.