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📩 ask for help!
how to get in touch with us for support!
1️⃣ generally/for non-urgent items
- you are always welcome to email us: email@example.com
2️⃣ from the somos webapp
- if you are logged in, click the “ask for help” button in the top header. fill out the short form and we’ll get back to you asap!
3️⃣ from heartbeat
- if you are logged into heartbeat, you can:
- post in the community support thread. just remember this is a public forum so don’t share any personal/confidential info here.
- DM the somos team.
- for either option, please tag us with @ somos team to make sure we see your request!
4️⃣ for stripe related issues
how to get support from stripe directly
if you are able to log in:
- log in to your stripe dashboard.
- click “help” in the header bar (it’s in the top right hand corner)
- this will open a min-menu. click “share feedback” at the bottom under “get in touch.
- you should then see a “contact support” button. click this and it will open a new window.
- the new window will have a chatbot open (and it should tell you approximate wait time - this is normally 3-10 minutes).
- select “connect” as the topic and your preferred support method (chat, call or email).
- details/information the stripe team may ask for:
- email address you used to sign up for somos & stripe
- stripe service you are using: "connect"
- type of account you are setting up: "standard"
- platform managing the account: "somos"
- make a note of any support ticket numbers you are given in case you need to discuss it with us.
- although we might not be able to help directly, please keep us informed as we can also do our best to contact stripe alongside you.
if you can’t log in:
• please use their contact form: https://support.stripe.com/contact/email
🤔 frequently asked questions