⏱️ Estimated time: 2 minutes

👤 Role: All Users

Before contacting our Journey Support Team, we recommend checking the Help Centre first to see if there is an article that answers your question or helps resolve your issue. If you cannot find what you need, there are several efficient ways to get in touch.

What you'll learn:

• How to log and track a support request through the Support Portal

• How to use Live Chat for real-time assistance

• How to submit a support request via email

When should I use this?:

Use these channels whenever you encounter technical issues, require account assistance, or need general platform guidance. For the quickest and most efficient service, we recommend signing in to the Support Portal and logging your request through My Area.

Key Logic: Logging requests directly through the Support Portal automatically maps your issue to your profile, allowing our team to see your associated properties and historical tickets immediately.

Before you start:

• Ensure you have your Support Portal login credentials ready, if you haven't, you can sign up by following the guidance in https://support.journey.travel/portal/en/kb/articles/signing-up-for-the-help-centre.

• Gather as much information about your issue as possible, including full-screen screenshots or screen recordings.

Contact via the Support Portal (Recommended)

Creating your ticket through the Support Portal is the most efficient way to log and track your request. If you are associated with multiple properties, you can choose the relevant property before submitting your ticket to ensure it reaches the right specialist.

1. Sign in or register for the Support Portal and navigate to My Area.

2. Select Add Ticket to create a new support request.

3. Complete the form fields, ensuring you include as much information as possible. Attach screenshots or screen recordings where appropriate to help us investigate your issue more quickly.

Contact via Live Chat

If you need a quick answer or interactive help, our live chat system routes you through automated help before connecting you to a specialist.

1. Click the Chat icon in the bottom-right corner of your screen.

2. Follow the on-screen prompts in the chat window.

3. Review the articles suggested by Juno. The AI will look at your message and suggest relevant Help Centre articles that may resolve your issue instantly.

4. If the suggested articles do not help, select the option to be connected with a member of our Journey Support Team for further assistance.

Contact via Email

If you prefer a traditional email workflow, you can log requests directly from your inbox.

1. Send an email to support@journey.travel.

2. Include a clear subject line and as much detailed information as possible about your issue, including screenshots or screen recordings if helpful.

3. Check your inbox for our automated reply, which will contain your support ticket reference number so you can track your request.

Best practice:

• Be detailed: When logging a ticket or sending an email, always replicate the exact steps that led to the issue. The more context you provide, the faster our Journey Support Team can resolve it for you.

• One issue per ticket: To keep your queries organised and resolved quickly, create separate tickets if you have multiple, unrelated questions.