Contact Support
How to reach Vynue support — the contact form, email and phone, what to include so your issue is resolved on the first reply, and what to do instead for urgent booking problems.
Last updated
A person answers. Vynue is small enough that support is not a queue of scripted replies, which also means the quality of your first message largely determines how fast this gets resolved.
How to reach us
| Channel | Best for |
|---|---|
| Contact form | Anything. Pick the topic that fits and it reaches the right person |
| jeff@vynue.vip | Long explanations, or when you need to attach context |
| (803) 305-0015 | Time-sensitive problems on the day of an event |
The contact form asks for a topic — Booking Help, Account or Payment Issue, Partner / Venue Application, and a few others. Choosing accurately routes it correctly; choosing "Other" for everything does not.
Before you write: is there a faster path?
Some problems have a built-in route that is quicker than support, and using support instead actively delays them.
Something went wrong at a booking? Report a problem on the booking itself rather than emailing. That freezes the payment immediately, which support cannot do retroactively once a payout has been released. See Disputes.
- A message that broke the rules — report it from the conversation, with a reason. See Safety.
- Cancelling a booking — cancel it on the booking itself so the policy is applied correctly. See Cancellation Policy.
- Verification declined — appeal it from your account rather than starting a fresh conversation.
What to include
Support replies are fast when they do not have to ask three questions first. Include:
- The booking reference, if it concerns a booking. This is the single most useful thing in your message — every charge, refund and payout is recorded against it.
- What you expected and what happened. In that order, briefly.
- Dates and times, including which timezone if it matters.
- What you want. A refund, a cancellation, an explanation, an account change. Say it plainly.
- Screenshots, where they show something a description cannot.
You do not need to include: your card number, your full card details, or your password. Nobody at Vynue will ever ask you for these, and any message that does is not from us.
What we cannot do
Being clear about this saves everyone time:
- Move money outside the normal flow. Payouts, refunds and dispute outcomes follow the process described in Payments & Deposits. Support cannot pay a host early or refund a client outside policy as a favour.
- Reverse a released payout. Once funds have reached a host's account they have left Vynue. Report problems before the 72-hour window closes.
- Recover an off-platform payment. If money moved by cash app or bank transfer, there is nothing on our side to reverse. We will still act on the report.
- Share another user's personal information, including contact details, for any reason.
- Act as an emergency service. If you are in immediate danger, contact your local emergency services first.
Response times
We aim to answer within one business day. Booking problems on the day of an event take priority — say so in the subject line, or call.