How does my customer get help? – Help Centre

Your customers are able to log a query on the app by clicking on Support within the side-menu bar or if they are using the web app then click on Account and then Support or alternatively sending an email to support: support@loke.com.au. All queries will come into our LOKE Support team and they will handle all initial customer service requests, issues and feedback. All enquires will receive an email response from one of the LOKE Team within 24hrs.

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By doing this directly through the device, we are able to capture device and version details which are invaluable to help diagnose issues.

The customer should leave as much detailed a summary as possible. Screenshots/Videos etc would be ideal to help us diagnose and resolve the issue.

LOKE Support will triage the ticket and compare with other tickets to identify trends across our platform and find a solution as efficiently as possible.

Where possible LOKE will always look to solve the query directly, but if the individual is unhappy with resolution, the issue is a transaction dispute or the feedback is completely unrelated to LOKE, our Team will share the enquiry directly your nominated email address along with any additional information we can provide. At this point the expectation is you will contact the customer directly.

Examples of issues/feedback LOKE will resolve directly:

How do I reset my password/update my profile information?
How do I use the app to pay in-store?
This app is awesome!

Examples of issues/feedback LOKE will pass onto you:

I would like a refund for this transaction!
The person that served me was extremely rude!
I am not happy about the terms & conditions for this promotion.

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