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📞 Contact Support

We're here to help! Our friendly support team is ready to assist you with any questions or issues you might have.

Welcome to the Incentise Support page! Whether you're an incentive provider (business owner) or an incentive recipient (customer), we're committed to helping you succeed on our platform. This guide will show you exactly how to get the help you need, when you need it.

🚀 How to Contact Us​

📧 Email Support (Recommended)​

Email Address: [email protected]

Available: 24/7 - You can send us an email anytime, day or night!

Best For:

  • Detailed questions about how features work
  • Account setup help
  • Billing and payment questions
  • Technical problems
  • Feature suggestions
  • General guidance

Response Time:

  • Critical Issues: Within 4 hours (see Priority Support section below)
  • Urgent Issues: Same day (within 8 hours)
  • General Questions: Within 24-48 hours

How to Write a Good Support Email:

  1. Use a Clear Subject Line - Help us understand your issue quickly

    • Good: "Can't log in to my account"
    • Good: "Question about creating incentive programs"
    • Good: "Payment not received - Invoice #12345"

  2. Include Your Account Information

    • Your email address (the one you use to log in)
    • Your account type (Incentive Provider or Incentive Recipient)
    • Your username (if you remember it)

  3. Describe Your Issue Clearly

    • What were you trying to do?
    • What happened instead?
    • What did you expect to happen?
    • When did this issue start?

  4. Include Relevant Details

    • If it's about a specific acknowledgment or billing item, include the ID or reference number
    • If it's about a program, include the program name
    • If it's a technical issue, include your browser and device type

Example of a Good Support Email:

Subject: Can't upload profile picture - file size error

Hi Support Team,

I'm trying to upload a profile picture to my account, but I keep getting an error message that says "File size should be less than 5MB."

My account email is: [email protected] Account type: Incentive Recipient Username: johnsmith

I'm using:

  • Browser: Chrome (latest version)
  • Device: Windows laptop

The image I'm trying to upload is a JPG file. I've tried resizing it, but I'm not sure what size it should be. Can you help me understand the requirements?

Thank you! John

🆘 Priority Support​

We understand that some issues are more urgent than others. Here's how we prioritize support requests:

🔴 Critical Issues (Immediate Response - Within 4 Hours)​

These are serious problems that need immediate attention:

What Counts as Critical:

  • Payment Problems: You sent money but it didn't arrive, or you received the wrong amount
  • Security Concerns: You think someone else accessed your account, or you see suspicious activity
  • System Outages: The entire platform isn't working, or you can't log in at all
  • Data Loss: Important information disappeared, or your data seems corrupted
  • Account Locked: Your account is locked and you can't access it

How to Report:

  • Email: [email protected]
  • Subject Line: Start with "CRITICAL:" followed by a brief description
  • Example: "CRITICAL: Payment not received - $500 missing"

What to Include:

  • Your account email
  • When the problem started
  • Any error messages you see
  • Screenshots if possible
  • Transaction numbers or IDs if relevant

🟡 Urgent Issues (Same Day Response - Within 8 Hours)​

These are important problems that need quick attention but aren't emergencies:

What Counts as Urgent:

  • Account Access: You can't log in (but the platform is working for others)
  • Transaction Issues: A withdrawal failed, or a payment is stuck pending
  • Business Verification: Your business verification is delayed, or documents are missing
  • Technical Problems: Features not working, upload failures, system errors
  • Billing Issues: Can't update payment method, subscription problems

How to Report:

  • Email: [email protected]
  • Subject Line: Start with "URGENT:" followed by a brief description
  • Example: "URGENT: Can't complete acknowledgment flow - error message"

What to Include:

  • Your account email
  • What you were trying to do
  • The error message (copy it exactly)
  • Steps you've already tried
  • Screenshots if helpful

🟢 General Questions (24-48 Hour Response)​

These are questions or issues that aren't urgent:

What Counts as General:

  • Feature Questions: How to use a specific feature, where to find something
  • Account Setup: Help completing your profile, understanding settings
  • Billing Inquiries: Questions about invoices, understanding charges
  • General Guidance: Best practices, tips and tricks, how things work
  • Feature Requests: Suggestions for new features or improvements

How to Report:

  • Email: [email protected]
  • Subject Line: Clear description of your question
  • Example: "Question about incentive program or acknowledgment settings"

What to Include:

  • Your account email
  • Your question or what you need help with
  • Any relevant details

📋 Before Contacting Support​

✅ Try These Self-Service Options First​

Before reaching out to support, try these helpful resources - you might find your answer right away!

1. 📖 Check Our Documentation Guides​

We have comprehensive guides for everything! These are written in simple, easy-to-understand language:

For Incentive Providers (Business Owners):

For Incentive Recipients (Customers):

2. 🔍 Search the Documentation​

Use the search function in our documentation to find specific information quickly. Just type what you're looking for!

3. 💡 In-App Help​

Look for help icons and tooltips throughout the platform. Many pages have helpful hints and explanations right where you need them.

📝 What Information to Include When Contacting Support​

The more information you provide, the faster we can help you! Here's what to include:

For All Inquiries (Required)​

Basic Account Information:

  • Your account email address (the one you use to log in)
  • Your account type (Incentive Provider or Incentive Recipient)
  • Your username (if you remember it)

Problem Description:

  • What were you trying to do?
  • What happened instead?
  • What did you expect to happen?
  • When did this issue start?

Steps You've Already Tried:

  • Did you check the documentation?
  • Did you try refreshing the page?
  • Did you try logging out and back in?
  • What else have you tried?

For Technical Issues (Additional Information)​

Browser and Device Details:

  • What browser are you using? (Chrome, Firefox, Safari, Edge)
  • What version? (You can find this in your browser's settings)
  • What device? (Windows computer, Mac, iPhone, Android phone, etc.)
  • What operating system? (Windows 10, macOS, iOS 15, etc.)

Error Messages:

  • Copy the exact error message you see
  • Take a screenshot if possible
  • Note where on the page the error appears

What You Were Doing:

  • Which page were you on?
  • What button did you click?
  • What information did you enter?

For Payment or Transaction Issues (Additional Information)​

Transaction Details:

  • Transaction ID or number (if you have it)
  • Date and time of the transaction
  • Amount involved
  • Payment method used
  • Screenshot of the transaction (if available)

For Account Access Issues (Additional Information)​

Login Problems:

  • What happens when you try to log in?
  • Do you see an error message?
  • Can you access the "Forgot Password" feature?
  • When was the last time you successfully logged in?

🏢 Support for Incentive Providers (Business Owners)​

If you're a business owner offering incentives on Incentise, we have specialized support for your needs.

What We Can Help You With​

Account Setup:

  • Creating your business account
  • Completing your provider profile
  • Setting up team members
  • Understanding your dashboard

Incentive Programs:

  • Creating your first incentive program
  • Understanding program settings
  • Making programs active or inactive
  • Sharing program links
  • Embedding widgets on your website

Incentive Acknowledgements:

  • Inviting recipients to acknowledge after you deliver an incentive (email or shareable link)
  • Reviewing, editing, and publishing acknowledgment content for social proof
  • Embedding acknowledgment widgets and managing public proof

Products & Services:

  • Adding products or services
  • Claiming products created by customers
  • Managing your product catalog
  • Understanding product categories

Billing & Payments:

  • Understanding your subscription plan
  • Viewing and downloading invoices
  • Updating payment methods
  • Changing your plan (upgrade/downgrade)
  • Billing questions

Settings & Account:

  • Updating business information
  • Managing team members
  • Changing passwords
  • Account security

Analytics & Tracking:

  • Understanding dashboard metrics
  • Tracking incentive distributions
  • Viewing performance data

Business Support Hours​

Monday - Friday: 8:00 AM - 8:00 PM EST
Saturday: 10:00 AM - 4:00 PM EST
Sunday: Closed

Note: While we respond to emails 24/7, you'll get faster responses during business hours. Critical and urgent issues are always prioritized regardless of time.

Common Provider Questions​

"How do I create my first incentive program?"

  • Check our Incentive Programs Guide
  • Make sure you've added at least one product or service first
  • Remember to set your program to "Active" status so customers can see it

"How do I collect acknowledgments after I deliver an incentive?"

  • Open Incentive Acknowledgements in the documentation
  • Use the flows in the app to invite recipients by email or shareable link after you have already delivered value outside Incentise
  • Publish acknowledgments where you want them to appear as social proof

"I reached my monthly limit. What can I do?"

  • Check your current plan limits in Settings → Billing
  • Limits reset at the beginning of each month
  • Consider upgrading to the Starter Plan for higher limits
  • You can always upgrade or downgrade anytime

👤 Support for Incentive Recipients (Customers)​

If you're a customer who confirms incentives from businesses that use Incentise, we're here to help you succeed.

What We Can Help You With​

Account Setup:

  • Creating your account (email, Google, or Magic Link)
  • Verifying your email address
  • Completing your profile
  • Uploading a profile picture
  • Setting up payout accounts when your plan or region supports payouts

Acknowledgments:

  • Opening an invitation link from a provider and completing the acknowledgment flow
  • Confirming you received an incentive and editing your message when the product allows it
  • Finding your past acknowledgments after you sign in

Programs & discovery (where available):

  • Browsing or searching incentive programs if your app experience includes it
  • Understanding how a program relates to what the business delivers outside Incentise

Account Settings:

  • Updating your profile
  • Changing your password
  • Adding social media links
  • Setting up payout accounts
  • Managing account security

Receiving Payments:

  • Understanding how cashback works
  • Setting up payout methods
  • Tracking your earnings
  • Withdrawal questions

Customer Support Hours​

Monday - Friday: 7:00 AM - 9:00 PM EST
Saturday: 9:00 AM - 6:00 PM EST
Sunday: 12:00 PM - 6:00 PM EST

Note: While we respond to emails 24/7, you'll get faster responses during these hours. Critical and urgent issues are always prioritized.

Common Recipient Questions​

"How do I submit an acknowledgment?"

  • Start from the invitation or link the business sent you after they delivered an incentive
  • Follow the on-screen steps to confirm receipt and add a message if asked
  • See Getting Started and Incentive Acknowledgements for more detail

"I lost the link. Can I still complete my acknowledgment?"

  • Contact the business that invited you and ask them to resend the invitation
  • If you already have an account, sign in and open Incentive acknowledgments (or the equivalent in your menu) to see items tied to your email

"How do I receive payouts or cashback?"

  • Payout rules depend on how the provider configured the program and your region
  • Set up a payout account in Settings if the app asks for one
  • For timing and eligibility, contact the business or check any terms they shared with you

"I can't upload a file during the acknowledgment flow. What's wrong?"

  • Check file size (must be less than 10MB for many uploads, 5MB for profile pictures)
  • Use a supported format (JPG, PNG, PDF where accepted)
  • Try a different browser or clear your cache

"How do I edit an acknowledgment I already submitted?"

  • Sign in and open your acknowledgments list
  • If editing is allowed for that item, use the action shown in the app; otherwise contact support with the acknowledgment reference if something looks wrong

🔧 Technical Support & Troubleshooting​

Common Technical Issues and Solutions​

Before contacting support for technical issues, try these troubleshooting steps:

Problem: Can't Log In​

Try These Steps:

  1. Make sure you're using the correct email address
  2. Check that your email is verified (check your email inbox for verification)
  3. Try the "Forgot Password" feature
  4. Try using a Magic Link instead (if available)
  5. Clear your browser cache and cookies
  6. Try a different browser
  7. Make sure JavaScript is enabled in your browser

Still Not Working?

  • Contact support with:
    • Your email address
    • What happens when you try to log in
    • Any error messages you see
    • What browser and device you're using

Problem: Page Won't Load or Looks Broken​

Try These Steps:

  1. Refresh the page (press F5 or click the refresh button)
  2. Clear your browser cache
  3. Try a different browser
  4. Check your internet connection
  5. Disable browser extensions (ad blockers, etc.)
  6. Make sure you're using a supported browser (see below)

Still Not Working?

  • Contact support with:
    • What page you're trying to access
    • Screenshot of what you see
    • Your browser and device information

Problem: Can't Upload Files (Images, Receipts, etc.)​

Check These Things:

  1. File Size: Must be less than 10MB for receipts, 5MB for profile pictures
  2. File Format: Must be JPG, PNG, PDF, GIF, or WebP
  3. Internet Connection: Make sure you have a stable connection
  4. Browser: Try a different browser

Try These Steps:

  1. Resize your image if it's too large (use free online tools)
  2. Convert to a supported format if needed
  3. Try uploading from a different device
  4. Clear your browser cache

Still Not Working?

  • Contact support with:
    • What type of file you're trying to upload
    • File size and format
    • The exact error message
    • Screenshot if possible

Problem: Features Not Working​

Try These Steps:

  1. Refresh the page
  2. Log out and log back in
  3. Clear your browser cache
  4. Try a different browser
  5. Check if you've completed all required setup steps
  6. Make sure you're on the correct plan (some features require specific plans)

Still Not Working?

  • Contact support with:
    • Which feature isn't working
    • What you were trying to do
    • Any error messages
    • Steps to reproduce the problem

Supported Browsers and Devices​

Recommended Browsers:

  • Chrome (latest version) - Best compatibility
  • Firefox (latest version)
  • Safari (latest version)
  • Edge (latest version)

Mobile Support:

  • iOS Safari (iPhone and iPad)
  • Android Chrome (Android phones and tablets)
  • Our platform is fully responsive and works on all devices!

Browser Requirements:

  • JavaScript must be enabled
  • Cookies must be enabled
  • Use the latest version of your browser for best results

File Upload Requirements​

Profile Pictures:

  • Maximum size: 5MB
  • Supported formats: JPG, JPEG, PNG, GIF, WebP
  • Recommended: Square images (500x500 pixels)

Receipts and Documents:

  • Maximum size: 10MB
  • Supported formats: JPG, PNG, PDF
  • Image resolution: Minimum 300 DPI recommended

Product/Service Images:

  • Maximum size: 10MB
  • Supported formats: JPG, PNG
  • Recommended: High-quality images that clearly show your product

📝 Feedback & Suggestions​

We love hearing from you! Your feedback helps us improve Incentise for everyone.

How to Submit Feedback​

Email: [email protected]

Subject Line: Start with "FEEDBACK:" or "SUGGESTION:" followed by a brief description

Types of Feedback We Welcome​

Feature Requests​

Have an idea for a new feature? We'd love to hear it!

What to Include:

  • Detailed description of the feature
  • How it would work
  • Why it would be helpful
  • How it would benefit users

Example:

Subject: SUGGESTION: Export acknowledgments to CSV

Hi Team,

I'm an incentive provider and I'd like to export a list of published acknowledgments for reporting. A CSV export from the acknowledgments area would save me a lot of time.

Thanks for considering this! Sarah

Bug Reports​

Found something that's not working correctly? Let us know!

What to Include:

  • Clear description of the bug
  • Steps to reproduce it (what you did to make it happen)
  • What you expected to happen
  • What actually happened
  • Screenshots or screen recordings if possible
  • Your browser and device information

Example:

Subject: BUG: Dashboard numbers not updating

Hi Support,

I noticed that my dashboard shows the same numbers from yesterday, even though new acknowledgment activity happened today. The numbers aren't updating.

Steps to reproduce:

  1. Log in to my account
  2. Go to Dashboard
  3. See that numbers are from yesterday
  4. Refresh page - numbers still don't update

Expected: Numbers should update to show today's activity Actual: Numbers remain the same as yesterday

Browser: Chrome (latest version) Device: Windows laptop

Thanks! Mike

General Feedback​

Share your experience, suggestions for improvements, or let us know what you love about Incentise!

What to Include:

  • Your overall experience
  • What's working well
  • What could be improved
  • Any suggestions for better user experience

What Happens to Your Feedback​

Feature Requests:

  • Reviewed monthly by our team
  • Considered for future updates
  • You may receive an email update if your suggestion is implemented

Bug Reports:

  • Acknowledged within 24 hours
  • Investigated by our technical team
  • You'll receive status updates as we work on fixing it
  • Fixed bugs are included in our regular updates

General Feedback:

  • Read and considered by our team
  • Used to improve the platform
  • You'll receive a thank you email acknowledging your feedback

🔗 Helpful Resources & Quick Links​

Documentation​

Main Documentation:

For Incentive Providers:

For Incentive Recipients:

💡 Tips for Getting the Best Support​

Do's ✅​

  • Be Clear and Specific: Describe your issue in detail
  • Include All Relevant Information: Account email, error messages, screenshots
  • Try Self-Service First: Check documentation and FAQ before contacting support
  • Be Patient: We respond as quickly as possible, but complex issues may take time
  • Follow Up: If you don't hear back within the expected time, send a friendly follow-up

Don'ts ❌​

  • Don't Send Multiple Emails: Wait for our response before sending another email
  • Don't Use Vague Descriptions: "It's broken" doesn't help us understand the problem
  • Don't Forget Your Account Info: Always include your account email
  • Don't Skip Troubleshooting: Try the basic steps first (refresh, clear cache, etc.)

🎯 Summary​

Remember:

  • 📧 Email us at: [email protected]
  • ⏰ We respond 24/7, with faster responses during business hours
  • 🚨 Use priority keywords (CRITICAL, URGENT) in subject lines for urgent issues
  • 📖 Check documentation first - you might find your answer right away!
  • 📝 Include all relevant information to help us help you faster

We're here to help you succeed with Incentise! Whether you're just getting started or you're a power user, don't hesitate to reach out. Our support team is friendly, knowledgeable, and ready to assist you.

Last updated: April 2026 | Need help? Email us at [email protected]