Report a problem.
Find your situation below and use the route next to it. Sending it the right way is the difference between an answer today and an answer next week.
Emergency
If anyone is in immediate danger, or you suspect a gas leak, an electrical fire or a structural collapse, call 999 now.
For a suspected gas leak, the National Gas Emergency Service is 0800 111 999, free and open all day, every day. Tell us once everyone is safe and we will freeze the job and the payment on it.
Something has gone wrong on a live job
Handle these in the app. The job is what freezes the money, and only the app can do that.
The work isn't right, or isn't finished
Open the job and raise a dispute instead of confirming completion. The held payment freezes the moment you do, so nothing reaches the trader while a case is open, and both of you can add messages and photos to it.
Do this before the 48-hour automatic release runs, which starts when the trader marks the work done.
The trader never turned up
Open the job and report a no-show. You are refunded in full and the job goes back out to other trades near you.
You've been asked to pay outside the app
Don’t. Cash or a bank transfer on the side leaves you with no held payment, no dispute process and no record of the agreement. Those are the three things you came here for.
Send us the job title and what you were asked: support@calloutapp.co.uk
Money
Anything about a charge, a refund or a payout.
A charge you don't recognise
Include the date, the amount, and the last four digits of the card. Do not send us the full card number. We will never ask for it, and nor will anyone from Callout by phone or message.
A refund that hasn't arrived
We release refunds immediately, but banks typically take a few working days to show them. If it has been longer than that, send us the job title and the date you were told it was refunded: support@calloutapp.co.uk
A payout you're owed as a trader
Check first that the customer has signed the job off, or that 48 hours have passed since you marked it complete. If both are true and nothing has landed, send us the job title and the date: support@calloutapp.co.uk
People and listings
Report these even if nothing came of it. A pattern is only visible to us if the individual reports exist.
A person you're worried about
Threatening behaviour, harassment, discrimination, or anything that made you feel unsafe in your own home. Mark the subject line urgent and tell us what happened and when.
A suspicious listing, profile or message
Someone pushing you off the platform, a profile whose credentials don’t add up, a job that looks like a phishing attempt. A screenshot is worth more than a description.
A verification badge that looks wrong
Every badge is granted by a person checking evidence, and Trade verification sets out exactly what each one covers. If a trader’s badges don’t match what you found, we want to know: support@calloutapp.co.uk
The app and your account
Bugs, access, and your data.
Something in the app is broken
Tell us your phone and OS version, what you tapped, and what happened instead of what you expected. A screen recording is ideal.
Worth checking Service status first. If it is us rather than you, it will say so there.
You can't get into your account
Write from the email address on the account if you can. It is the fastest way for us to be sure it’s you. support@calloutapp.co.uk
You want your account deleted
You can do it yourself in the app, in Edit profile. If you cannot sign in, or the app is already gone, ask us to delete it and we will handle it once we have checked it is you.
A data request
Ask us for a copy of your data or a correction. What we hold and why is in the Privacy Policy.
What happens after you send it
So you know whether to wait or to chase.
Messages are read by a person during support hours, and safety reports are read first. We may come back to you for the job title, a date, or a screenshot, so including those up front usually saves a round trip.
Where money is held on the job in question, it stays held while we look. The review never runs against a clock that could pay it out underneath you.
A dispute raised in the app is different from an email: it is a case attached to the job, with its own thread, and it is the route to use for anything about the work itself.
Still stuck? Write to us.
A person reads every message. Include the job title and your postcode and we can usually answer in one reply instead of three.
- support@calloutapp.co.uk
- Mon–Sat, 8am–8pm