# Support — Nearily

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.

HTML version: https://nearily.com/support

## 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

## Telegram

https://t.me/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

## What happens next

Both routes end in the same queue, so it makes no difference which one you use.

1. **You write** — by email or on Telegram, in your own language.
2. **A ticket opens** — it gets a number in the form NEA-0000. Keep that number in the subject line and every later message joins the same thread.
3. **Someone answers** — Neo or a member of the team. The thread shows who wrote each message.
4. **It closes** — once the fix has shipped or the question is answered. Replying reopens the same ticket.

## Ticket states

- **Open** — received, not assigned yet
- **In progress** — someone is on it
- **Resolved** — fix or answer shipped
- **Closed** — 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.

Next: https://nearily.com/cafe-plus