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Contacting Support

How to get help from the Tourism Accelerator support team, including contact methods, what information to provide, and expected response times.

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Contacting Support

We're here to help you succeed with Tourism Accelerator. Whether you have a quick question or need help resolving a complex issue, our support team is ready to assist.

Support Channels

Live Chat

Best for: Quick questions, real-time troubleshooting, urgent issues during business hours Availability: Monday to Friday, 9am–5pm AEST How to access:

  • Look for the chat bubble in the bottom-right corner of your screen

  • Click to start a conversation

  • You'll be connected with a support team member

Typical response time: Within a few minutes during business hours

Email Support

Best for: Detailed issues, attaching screenshots/files, non-urgent questions Email: [email protected] Typical response time: Within 24 hours on business days

Phone Support

Best for: Complex issues requiring detailed discussion, urgent matters How to access: Contact your regional Tourism Accelerator representative Availability: Business hours, by appointment for detailed sessions

How to Get Help Faster

Before You Contact Us

Try these quick troubleshooting steps:

  • Check our Help Centre – Search for articles related to your issue

  • Clear your browser cache – This resolves many common issues

  • Try a different browser – Rules out browser-specific problems

  • Check our status page – Verify there isn't a known system issue

Information to Have Ready

The more information you provide, the faster we can help. Please gather:

For Account Issues

  • Your registered email address

  • Your business name

  • Any error messages you've seen

For Booking Issues

  • Booking reference number

  • Customer name or email

  • Date and experience booked

For Technical Issues

  • Your browser and version (e.g., Chrome 120)

  • Your operating system (e.g., Windows 11, macOS Sonoma)

  • Screenshots of error messages

  • Steps that led to the problem

For Payment Issues

  • Transaction date and approximate time

  • Amount involved

  • Last four digits of the card (if applicable)

  • Any error messages received

Writing an Effective Support Request

A clear, detailed request helps us resolve your issue quickly.

Good Example

Subject: Booking confirmation emails not sending since Tuesday

>

Hi,

>

Since Tuesday 15th, customers haven't been receiving booking confirmation emails. I've verified the email addresses are correct and checked my email settings – everything looks fine.

>

Affected bookings: #1234, #1235, #1236

Browser: Chrome 120 on Windows 11

I've cleared my cache and tried in incognito mode with the same result.

>

Screenshot attached showing the booking with "Confirmation sent" but customer says they didn't receive it.

>

Thanks,

[Your name]

[Your business]

Less Helpful Example

Subject: It's not working

>

My emails aren't working. Please fix.

The more context you provide, the faster we can identify and resolve the issue.

What to Expect

Response Times

Channel

Initial Response

Resolution Time

Live Chat

Minutes

Often immediate

Email

Within 24 hours

1-3 business days

Phone

Immediate

Varies by complexity

Note: Complex technical issues may require additional investigation time.

Our Support Process

  • Acknowledgement – We'll confirm we've received your request

  • Investigation – We'll look into the issue

  • Updates – We'll keep you informed of progress

  • Resolution – We'll provide a solution or workaround

  • Follow-up – We'll check the issue is fully resolved

Escalation

If your issue is critical (affecting your ability to take bookings, for example):

  • Mention the urgency in your message

  • Use live chat for fastest response

  • Note any immediate business impact

Common Questions

What are your support hours?

Our support team is available Monday to Friday, 9am–5pm AEST (Australian Eastern Standard Time). We observe Australian public holidays.

Do you offer 24/7 support?

While we don't offer around-the-clock live support, our Help Centre is available 24/7 with articles covering common questions and issues.

Can you help with third-party integrations?

We can assist with Tourism Accelerator's connection to third-party services. For issues within the third-party platform itself (e.g., your Stripe dashboard, Google Calendar), you may need to contact that provider directly.

What if I have feedback or feature requests?

We love hearing your ideas! Share feedback through:
​


Your suggestions help shape future improvements.

Self-Service Resources

Help Centre

Browse our comprehensive collection of guides and tutorials covering:
​

  • Getting started

  • Managing bookings

  • Setting up experiences

  • Payments and billing

  • Troubleshooting


​

Video Tutorials

Step-by-step video guides for common tasks are available in the Help Centre.

Status Page

Check for any known system issues or scheduled maintenance that might affect your experience.

Regional Contacts

Tourism Accelerator works with regional tourism organisations across Australia. For local support and training:

  • Contact your regional tourism office

  • They can provide in-person assistance

  • Training sessions may be available in your area

Feedback on Your Support Experience

After your support interaction, you may receive a brief survey. Your feedback helps us:
​

  • Improve our support quality

  • Identify common issues

  • Develop better resources


We genuinely appreciate your input.

Thank You

Thank you for being part of the Tourism Accelerator community. We're committed to helping you succeed, and we're always working to improve our support and the platform.

Don't hesitate to reach out – no question is too small, and we're here to help.

Support email: [email protected] Live chat: Available in the bottom-right corner of your screen Hours: Monday to Friday, 9am–5pm AEST

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