How Can We Help?
How to Submit a Support Request to PocketPlan
If you encounter a technical issue or have a complex question not covered in the Knowledge Base, the most effective way to get help is by submitting a support request directly through the PocketPlan mobile app.
This method ensures faster and more accurate assistance.
Key personal details like your age, income, and marital status directly influence:
your Retirement Score
your Financial Freedom Number (FFN)
your long-term financial projections
Without accurate personal inputs, even the most detailed financial data can produce misleading results.
Why In-App Support Is Recommended
Submitting your request from within the app automatically includes important technical data such as:
- app version
- device operating system
- diagnostic logs
This data helps the support team quickly identify and resolve your issue without unnecessary delays.
Step-by-Step Guide to Submit a Support Request
Step 1: Open Settings or Help
Navigate to the Settings or Help section in the PocketPlan app.
Step 2: Select Support Option
Tap one of the following options:
- Contact Support
- Submit Feedback
- Report an Issue
Step 3: Describe Your Issue Clearly
Provide a detailed explanation including:
- what you were doing when the issue occurred
- what happened as a result
- any error messages displayed
- the exact date and time (if possible)
Example
- Action: “Trying to link a bank account”
- Result: “App froze and showed error code 403”
Step 4: Attach Supporting Files (Optional)
If available, attach:
- screenshots
- screen recordings
These help the support team understand and resolve the issue faster.
Step 5: Submit Your Request
Before submitting:
- confirm your email address is correct
- review your message for clarity
Then send your request.
What Happens After You Submit
Once your request is submitted, here’s what to expect:
Confirmation Email
- sent within minutes
- includes your support ticket number
- confirms receipt of your request
Initial Review
- typically within 1–2 business hours
- support team reviews technical data
- issue priority is assigned
First Response
- usually within 1 business day
- may include:
- a solution
- troubleshooting steps
- request for additional details
Important Notes About Support Availability
- Support is generally available Monday to Friday
- Response times may be longer:
- during holidays
- after major app updates
Providing complete and accurate information helps avoid delays.
Best Practices for Faster Support
To get quicker responses:
- always use the in-app support feature
- include clear and detailed descriptions
- attach screenshots when possible
- avoid submitting duplicate requests
Submitting a detailed support request through the app ensures faster diagnosis, quicker responses, and more accurate solutions.
Key Takeaway
Using the in-app support system is the most efficient way to contact PocketPlan. By providing detailed information and using built-in tools, you can significantly reduce response time and get your issue resolved faster.
Frequently Asked Questions
How do I contact PocketPlan support?
You can contact PocketPlan support through the mobile app by navigating to Settings or Help and selecting a support option.
What should I include in a support request?
Include what you were doing, what happened, any error messages, and the time of the issue.
How long does it take to get a response?
Most users receive an initial response within one business day.
Can I attach screenshots to my request?
Yes, attaching screenshots or recordings is recommended to speed up issue resolution.
