Customer Support
Whether it is a question about an appointment, a replacement request, billing or portal access, one email reaches us directly. No ticket queues and no chatbots.
1. Replacements
No-shows are replaced free where you were available at the booked time, and disconnected or wrong numbers on raw leads are replaced free too. To request a replacement, email us with the person's name, the booked time or delivery date, and a short note on what happened. Replacements are confirmed and queued within one business day. Calls that happen but do not proceed are part of normal conversion and are not eligible, which keeps qualification honest for every broker we supply.
2. Billing and payments
Appointments and leads are bought in prepaid packs and drawn down as they are delivered. Credits never expire. Card payments are processed by Stripe and your statement will show SETTLEDLEADS. For a copy of an invoice, a receipt or a billing question, email us with the approximate payment date.
3. Portal access
If you cannot sign in to the broker portal, use the "Email me a sign-in link instead" option on the login page. If the link does not arrive within a few minutes, check spam, then email us and we will sort out access.
4. Delivery and availability settings
Want bookings sent to a different email or CRM endpoint, your working hours changed, or your volume adjusted? Update your hours and calendar in the dashboard, or email us with the change and we will confirm once it is live. Delivery changes take effect from the next appointment routed to you.
5. Submitted a quote enquiry?
If you are a consumer who submitted an enquiry and want to know how your information is handled, or want to access, correct or delete it, see our Privacy Policy or email us. We acknowledge privacy enquiries within 5 business days.
6. Complaints
If something has gone wrong, email us with the subject "Complaint" and we will respond within 2 business days. Privacy complaints follow the process in section 13 of our Privacy Policy, including escalation to the OAIC if you are not satisfied with our response.