Support

Need help? We're here.

Email, in-app live chat, and our social channels — pick whichever's easiest. Real responses from a real team, within one business day. Urgent? Use the security or privacy channels below.

Updated: May 20, 2026

Whether you're a buyer with an order question, a partner waiting on a payout, a rider stuck on KYC, or a security researcher with a finding — there's a clear path below.

1. Quickest ways to reach us

Email support [email protected] — best for non-urgent issues, refunds, order disputes. We reply within one business day. Live chat in the app Open the SnapAct app → Profile → Help & Support → Live chat. The fastest path for active orders. Instagram DM @snapactapp — quick replies for general questions and follow-ups. Don't share order numbers in public comments. X (Twitter) @snapactapp — public mentions or DMs both work for general questions. TikTok @snapactapp — DM us there if that's your channel. WhatsApp Business Coming soon — we'll publish the business number here once verification clears.

2. For buyers

Questions about an order, delivery, or refund? The fastest path is opening the SnapAct app → tap the order → "Report issue." That routes directly to the support team handling escrow and lets us pull your order context automatically.

  • Order not delivered: if the rider never enters your 4-word handoff phrase, your payment stays in escrow. Tap the order, then "Report issue" — we review the rider GPS trail and refund if delivery can't be confirmed.
  • Wrong or damaged item: contact support within 24 hours of delivery with photos. We mediate with the seller.
  • Account or login issues: email [email protected] with your phone number. We verify before resetting anything.
  • General questions: see the in-app FAQs (Profile → FAQs) or the Data Promise for what we collect and why.

3. For partners

If you're a SnapAct partner with a question about your shop, payouts, KYC review, or the Partner Dashboard, use the dedicated partner contact below — it goes to the team that can actually help.

[email protected] Partner Dashboard Partner docs

Common partner topics:

  • Application rejected. Email [email protected] with your business name + the email you applied under. Reapplications with corrected documents are welcome.
  • Payout delayed. Most payouts settle within 24 hours of escrow release. If it's been longer, email partner support with the order reference.
  • Catalog or shelf-snap issue. Use the in-dashboard "Help" widget — it routes straight to operations.

4. For riders

Riders are dispatched via Telegram bot (@SnapActDeliveryBot) but profile, KYC, and payouts live in the rider portal. Use the rider contact below for anything beyond accepting offers.

[email protected] Rider portal Telegram bot

Common rider topics:

  • KYC review status. Approvals typically take 2-3 business days after the in-person verification meeting. Email [email protected] if it's been longer.
  • Payout schedule. Earnings batch weekly by default. Switch to daily in the portal once your bond is posted.
  • Telegram bot not responding. Confirm your phone matches the rider profile, then DM the bot with /start. If still stuck, email rider support.

5. Security disclosure

Found a vulnerability? We want to hear from you. Email [email protected] with reproduction steps, impact assessment, and any proof-of-concept code. We acknowledge within one business day and coordinate disclosure. Please don't post the issue publicly until we've patched it — responsible disclosure protects every SnapAct user.

6. Privacy & data requests

Want to know what data we have, request a copy, or delete your account? Email [email protected] from the address you signed up with. We verify identity before processing.

  • Export: machine-readable JSON of every field we hold on your account.
  • Correction: fix typos or stale information.
  • Deletion: remove your account and associated personal data (subject to legal retention requirements — we'll tell you what's retained and why).
  • Access log: see the audit trail of who at SnapAct has read your record.

For the full inventory of what we collect, see the Data Promise. Legal framing is in the Privacy Policy.

7. Response times

We're a small team. Here's what to expect:

  • Active order issues (rider stuck, missing delivery, refund) — same business day via in-app live chat.
  • General email support — within one business day.
  • Security disclosures — acknowledged within one business day; coordinated patch + disclosure timeline within a week.
  • Privacy / data rights — actioned within 14 days, sooner where possible. Identity verification may be required.
  • Partner onboarding review — 2-5 business days from submission. Reapplications welcome if rejected.

Outside business hours we still see urgent messages via email, but most replies queue until the next business day. Public-holiday weeks may add a day.