> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/help-center/contact/contact-support.md).

# Contact support

Where to write, when we answer, and what to include so your issue is solved in one message.

Support is available via **Telegram only** — message your manager.

| Hours                            | Response                                            |
| -------------------------------- | --------------------------------------------------- |
| Weekdays 10:00 – 18:00 (UK time) | Guaranteed within 24 hours; typically within 1 hour |
| Weekends 10:00 – 14:00 (UK time) | Response times over the weekend may vary            |

## Before you write

* Check the relevant page of the [Client Guide](https://help.basiq-solutions.com/guide/) and this Help Center — most answers are there.
* If a platform asked you for documents: **do not submit anything** until we have spoken.
* If login security triggered: stop all attempts for 48 hours.

## What to include

{% hint style="success" %}
One complete message gets you one complete answer.
{% endhint %}

* Company name and the service affected (Stripe / PayPal / Shopify Payments / bank)
* What happened, when, and what you did right before
* Screenshots of the message or error
* The OctoBrowser profile name and proxy location you used
* For reviews: what exactly the platform is asking for

## What support does not cover

Advertising, chargeback and dispute resolution, accounting and tax reporting, crypto payment processing, companies not purchased through Basiq, and verifications beyond the included one — unless explicitly agreed and quoted separately. Full list in the [Service Policy](/guide/policies/service-policy.md).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://help.basiq-solutions.com/help-center/contact/contact-support.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.