Support
Something wrong? Write to us.
Two ways to reach us, and they end up in the same place: a ticket with a number, answered by a person or by Neo. Pick whichever you already have open.
Email
support@nearily.com
Write to us and a ticket opens by itself — no form to fill in, no account needed. You get the ticket number back in the reply.
- A ticket is created automatically the moment your message arrives
- Replies stay in the same email thread
- Screenshots and files welcome
Write an email
Telegram
@nearily_bot
Neo answers in the language you write in — English, Russian and Turkish are all fine, and you can switch mid-conversation. Voice messages and photos work too.
- Your language is detected from your message
- Neo answers straight away, day or night
- Anything Neo cannot solve becomes a ticket for a human
Open @nearily_bot
What happens next
Both routes end in the same queue, so it makes no difference which one you use.
- You writeBy email or on Telegram, in your own language, with as much or as little detail as you have.
- A ticket opensIt gets a number in the form NEA-0000. Keep that number in the subject line and every later message joins the same thread.
- Someone answersNeo or a member of the team. The thread shows who wrote each message, so you always know whether you are talking to a person.
- It closesOnce the fix has shipped or the question is answered. If it turns out not to be fixed, replying reopens the same ticket.
Ticket states
Where a ticket can sit while we work on it.
Open — received, not assigned yetIn progress — someone is on itResolved — fix or answer shippedClosed — nothing further to do
What helps us answer faster
None of this is required — write first and we will ask if something is missing.
- Which app: iPhone, Android, or the web
- The cafe and roughly when it happened, for a missing stamp or reward
- The phone number on the account, if the problem is signing in
- A screenshot — usually worth more than a paragraph
If you run a cafe
Partner questions — joining, your reward rules, the till, Cafe+ — go to the same address and reach the same people. Say that you are a partner and it gets routed accordingly.
You can also read about the partner product first: nearily.com/cafe-plus