Contact Support

If you run into any issues with your booking or have questions that are not covered in this guide, our support team is here to help.

How to Reach Us

Through the Customer Portal

The fastest way to get help is through your customer portal:

Log in at portal.otesse.com
Click Support or Messages in the sidebar
Describe your issue and submit a message
Our team will respond within one business day

By Email

Send an email to hello@otesse.com with:

Your name and the email address on your account
Your booking reference number (if applicable)
A description of your question or issue

Support Tickets

For more complex issues, you can open a support ticket from the customer portal. Tickets are tracked with a unique ID so you can follow up on the status of your request at any time.

What to Include

To help us resolve your issue quickly, please provide:

Your booking reference number — Found in your confirmation email or the customer portal
A clear description of what happened or what you need help with
Screenshots — If applicable, attach any screenshots that show the issue

Response Times

Portal messages and tickets — Within one business day
Email — Within one business day
Urgent issues (e.g., same-day service problems) — We prioritize these and aim to respond within a few hours during business hours

Self-Service Options

Before contacting support, check if your issue can be resolved from the customer portal:

Reschedule a booking — See Rescheduling
Cancel a booking — See Cancellation Policy
Update payment method — Go to Payment Methods in your portal
Change special instructions — Edit your booking details in Upcoming Services