Getting help
How to reach the xquare team, and what to include so they can help you the first time.
How do I contact xquare support or get help from a person?
Email [email protected]. That is how you reach the xquare team. There is no phone line or contact form. Put everything in that one email: what happened, which business, and any order or booking number.
What should I include when I ask for help?
Put everything in your first email to [email protected], because there is no case number to add to later. Say which hub you were on, the name of the business, what you were trying to do, and what the screen said, copied exactly. If money is involved, include the date, the amount and how you paid. Include the order number shown as "Order #…" at the top of the order page, or your booking details. Screenshots help.
Is there a support page or a help centre?
This documentation site is the help centre: the Help page and the guides here. There is no contact form in the hub. To reach a person, email [email protected].
The business I bought from has gone quiet — who do I chase?
The business first. They set the terms and are the only ones who can cancel, refund or honour what you bought. You can message them from your Inbox, using "Pesan baru ke vendor/space" (new message to a business). If they do not reply, email [email protected] with who you dealt with, what you paid, when, any order or booking number, and when you tried to reach them.
How do I cancel or change a booking?
If the venue allows it, you can reschedule from the booking's page, within the venue's notice window and up to its limit. You cannot reschedule a stay, or a booking that has been cancelled or refunded. There is no cancel button. To cancel, contact the venue. If they do not respond, email [email protected] with your booking details.
How long will it take for someone to get back to me?
We cannot give you a time. There is no published response target and no ticket system. Email [email protected], the one place a person checks. If something is urgent, such as an event today, say so at the top of your email.
Is there a phone number or live chat?
There is no published phone number and no live chat with an xquare person. Group chats inside a space reach that community, not the xquare team. A phone number a business gave you belongs to that business, and it is the right one for questions about their own products. For xquare itself, email [email protected].