Get help from a person

• Your Business name and the email used to sign in.
• The page or step you were using and what you expected to happen.
• When it happened, including your time zone, and whether it happens every time.
• The short on-screen error wording, if any, and whether work is blocked.

Do not email passwords, one-time codes, API keys, payment or bank details, Xero tokens, complete customer records, site addresses, voice recordings, photos, transcripts, quote content or private export files. Start with the minimum facts above. JobLok will request a safer, specific diagnostic only if it is necessary.

• Account access, suspected security or possible data exposure: reviewed as soon as practicable during waking hours and handled through the incident process, not ordinary support.
• Core workflow blocked: initial response targeted within four business hours.
• Billing, Xero or ordinary product problem: initial response targeted within one business day.
• How-to question or feedback: response targeted within two business days.

These are response targets, not a 24/7 service-level guarantee. If JobLok knows of a material production incident, the operational alert and incident process take priority.

Use Forgot your password? on sign in. Do not send a password to support. If an invitation expired or access was removed, a Business owner must send or renew the invitation. Report any suspected account takeover immediately.

Keep the browser tab and original device available. Do not clear site data while uploads are pending. Record whether audio/photos still appear in Pending uploads and whether connectivity has returned. Support will not ask you to email the evidence as a first step.

If transcription, Draft Review or material suggestions fail, keep the saved evidence and use the editable fallback; do not repeatedly submit sensitive evidence just to test the provider. For Xero, state whether the problem occurred while connecting, choosing an organisation, refreshing access, creating the customer/contact, or creating the draft. Do not send Xero credentials or provider response bodies.

Use the same support email for an invoice question or cancellation. Include the invoice number, not payment credentials. A Principal can export Business data and separately schedule closure from Account. Cancellation alone does not delete data; see the service terms and privacy notice.