Getting help

A person reads every message. Not a queue, not a bot.

Write to us

helpdesk@loquela.co.nz

Or, from inside the app: Settings → Help → Write to us. That opens the device's own mail app with everything we need already filled in, so nobody has to describe their device or find a version number.

What to tell us

The more of this you can include, the faster the answer:

• What happened, in your own words. A photo of the screen is worth more than a description.
• The two languages chosen in the app.
• The support code, if you can find it. It is in Settings → Help, and it looks like 3F9A-2C1E. It tells us which installation to look at without telling us anything about the person using it.

Write in whatever language is easiest for you. We will work it out.

What we cannot see

We cannot look up a conversation to work out what went wrong, because we do not have it — conversations stay on the device.

So describing what happened, or sending a photo of the screen, genuinely is the difference between a fast answer and a slow one.

Asking for a language

If the language you need is not there, say so. It is the most useful message we receive, and it is the reason this exists — reaching the languages other apps overlook.

Tell us the language and roughly where the person is, and we will tell you honestly whether it is possible and when.