Getting Help

If something is not working right, you have a question, or you just need a hand, here is how to get help.

Before You Reach Out

Many common questions are answered in our documentation. Check these first:

Booking questions — See the Booking a Service guide for step-by-step instructions.
Payment issues — Check Billing in your portal. Most payment problems are resolved by updating your card.
Scheduling changes — You can reschedule or cancel directly from your Bookings page.
Account issues — Password resets, email changes, and notification settings are all in Account Settings.

Contacting Support

If you need to talk to a person, you have three options:

Email

Send a message to support@otesse.com. This is best for non-urgent questions, invoice disputes, or detailed issues that benefit from written explanation.

Include your account email and any relevant booking or invoice numbers.
You will get a response within 24 hours, usually faster during business hours.

Live Chat

Look for the chat icon in the bottom right corner of your portal. Live chat is great for quick questions and real-time troubleshooting.

Available Monday through Friday, 8am to 6pm Pacific time.
Average response time is under 5 minutes during business hours.

Phone

Call 1-800-OTESSE-1 (1-800-683-7731). Best for urgent issues like a same-day booking problem or a concern during an active service.

Available Monday through Friday, 8am to 6pm Pacific time.
After-hours emergency support is available for active service issues.

Submitting a Ticket

For issues that need investigation (billing disputes, service complaints, account problems), submit a support ticket:

Go to Help in your portal.
Click New Ticket.
Choose a category that best describes your issue.
Describe what happened. The more detail you include, the faster we can help.
Attach screenshots if they help explain the problem.
Submit the ticket.

You will receive a ticket number by email. Use this number to check on your ticket's status or add more information.

What Happens After You Submit a Ticket

Acknowledgment — You get an automatic confirmation that we received your ticket.
Review — A support team member looks at your issue and gathers any information they need.
Resolution — We respond with a solution or next steps. Most tickets are resolved within 1 to 2 business days.
Follow-up — For complex issues, we may check back to make sure the resolution worked.

Frequently Asked Questions

Can I get a refund?

If you cancel more than 48 hours before your service, you get a full refund. See the cancellation policy in the Booking a Service guide for details on timing and fees.

How do I dispute a charge?

Open the invoice in your Billing section and click Dispute. Describe the issue and our team will review it. Please contact us before initiating a chargeback with your bank — we can usually resolve things faster.

How do I delete my account?

Go to Account Settings and select Delete Account. This is permanent and removes all your data. If you have active subscriptions, you will need to cancel them first.

Can I change my email address?

Yes. Go to Profile in your portal and update your email. You will need to verify the new address with a code.