Support

Support Tickets Helpdesk Remote Access Feature Requests Your Account

Support Tickets

Our support ticket system is the quickest and best way to obtain help if you need assistance with the system or hit any problems. Support issues are prioritised according to urgency. We aim to deal with all support tickets as soon as possible, which is usually between 1-4 hours. Our support offices are in the UK and New Zealand, so thanks to timezones we usually have staff available pretty much all through the day and night.

If you have an urgent issue that needs resolving then please mark your support ticket as Urgent. We prioritise urgent support requests on a 24/7 basis. Please only mark support tickets as urgent if your problem is genuinely urgent.

Please note that we give priority to support tickets over phone calls and emails as that ensures that we deal with every customer fairly and no-one can jump the queue. Emailing individual staff members is not a good idea as it means that other staff who may be in a position to assist quicker will not know about the issue.

When logging a support ticket please be concise as possible with what the problems is. So if you are experiencing a problem with a specific webpage then please include the URL of the page in question in your support ticket. If it is a problem with a specific reservation, then please advise the reservation reference. If you need to send supporting documents / files / screenshots then please email us as attachments to: support@freeonlinebooking.com. Please quote the support ticket reference in the email title.

If you have problem with overbooking then we will of course fully investigate the issue to find out exactly what happened and determine what steps we can take to avoid any re-occurrence. The vast majority of overbooking is due to setup problems, so it is really important when setting up channel management in the system to double check everything by looking at all websites where you sell your rooms as if a customer and making sure everything is as you wish it to be, with correct rates, minimum stays etc. If there is an overbooking, then please liaise directly with the customer to resolve the problem. Please check on the website concerned to see if customers could make further bookings that you cannot accommodate. If so, then you need to contact the website directly to temporarily stop sell until the underlying problem can be resolved.

Helpdesk

This page contains the details of your closest freeonlinebooking.com support office.

Remote Access

This page contains links to remote access programs that our support staff may ask you to install to aid resolving support issues.

Feature Requests

If you would like to see a feature added to freeonlinebooking.com, then please let us know. All feature requests are reviewed and prioritised by our development team. Unfortunately, we cannot make any guarantees with features requests. Generally, we prioritise feature requests that would be useful to as many of our customers as possible. We also want the system to remain easy to use for our customers, so complicated changes will likely not be considered.

Your Account

In this section you can see a full account statement for your freeonlinebooking.com services. This includes all the invoices and payments, along with a running account balance. Invoices may be viewed in full and printed. All invoices are automatically emailed to you when they are generated in the system. If a balance is due then the system may display an account reminder in the notifications section (which is under the main system toolbar). Please note that services are invoiced on an ongoing basis until we receive written notification that you no longer wish to use the service. All our services are non-transferrable and non-refundable. Please contact us if you have any queries about your account.

If you are selling your property, then you will need to complete a change of ownership form with us to ensure un-interrupted service for the new owners. In your sale / purchase agreement it is highly recommended to include your reservation service as a chattel which the new owner purchases along with the business. This makes sense as your customer database forms part of your business goodwill. If the new owner signs a 12 month contract with us, then we will credit any remaining paid service not used to the new owner.