> For the complete documentation index, see [llms.txt](https://revhero.gitbook.io/revhero-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://revhero.gitbook.io/revhero-docs/support/getting-help.md).

# Getting help

How to raise an issue, what to include so it can be answered first time, and which problems belong to someone else.

Most questions are answered faster by looking them up than by asking. Work down this page in order.

![Look it up, ask inside the product, then email support@revhero.com](https://272652298-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnzEa7YGji6t92Mfc0ZJ1%2Fuploads%2Fgit-blob-c6cca23451f8dcbd941469d96561ef17266fb2e1%2Fhow-to-get-an-answer.svg?alt=media)

*Look it up first. If you do need to write, <support@revhero.com> is the only route — and these six details usually get an answer on the first reply.*

## 1. Look it up first

* [**Troubleshooting**](/revhero-docs/support/troubleshooting.md) — the problems we see most often, with the steps that fix them. Most take under a minute.
* [**Glossary**](/revhero-docs/support/glossary.md) — any term or control name used in the product.
* **The search box** at the top of this manual — two or three words is usually enough ("send rate", "competitor blank", "minimum stay").

## 2. Ask inside the product

Every screen carries an in-product help control. It searches this manual without making you leave the screen you are on, and it is the quickest route to a written answer.

The help menu also has a **Click2Learn** tab, with short training videos. Many numbers and fields carry their own info note too. Hover it to see what the figure means.

## 3. Email support

If the manual does not answer your question, email [**support@revhero.com**](mailto:support@revhero.com).

### What to include

A well-described issue is usually answered on the first reply. Send:

| Include                                         | Why it matters                                                                                |
| ----------------------------------------------- | --------------------------------------------------------------------------------------------- |
| **One clear sentence** describing what is wrong | "Six of my seven competitors have shown no rate since Tuesday" beats "rates broken"           |
| **The stay dates involved**                     | Always the arrival date, not today's date                                                     |
| **A screenshot** of what you are seeing         | Shows the filters and the period you had set, which is often the answer                       |
| **What you expected instead**                   | The gap between the two is the actual issue                                                   |
| **What you have already tried**                 | Saves a reply asking you to try it                                                            |
| **How urgent it is, and why**                   | A rate that will not send during a booking surge is not the same as a question about a column |

## Which problems are ours

Not everything that goes wrong is a Revhero issue. Sending it to the right place first saves a day.

| What has happened                                          | Who to ask                                                                                             |
| ---------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ |
| Revhero will not load, or you cannot sign in               | Revhero                                                                                                |
| A rate would not send from Revhero                         | Revhero                                                                                                |
| A rate left Revhero but has not reached an OTA yet         | Your channel manager                                                                                   |
| A reservation is missing from your PMS                     | Your PMS provider                                                                                      |
| A competitor has shown no rate for several days            | Revhero                                                                                                |
| A recommendation looks wrong and you have checked the date | Check [Troubleshooting](/revhero-docs/support/troubleshooting.md), then Revhero if it keeps happening  |
| Your PMS revenue and the Dashboard disagree                | Check [Troubleshooting](/revhero-docs/support/troubleshooting.md), then Revhero if the gap is material |
| A colleague needs a login, or needs another property       | Your admin, in webhotelier — see [Users](/revhero-docs/your-hotels-setup/users.md)                     |
| A contract, plan or billing question                       | Revhero                                                                                                |
| Training for a new team member                             | Revhero                                                                                                |

## Reporting something wrong in this manual

If a page here is wrong, out of date or missing something you needed, email [**support@revhero.com**](mailto:support@revhero.com). Tell us which page it was and what it should say. Corrections to the manual are welcome.

## Related

* [Troubleshooting](/revhero-docs/support/troubleshooting.md) — common problems and their fixes
* [Glossary](/revhero-docs/support/glossary.md) — every term used in the product
* [Start here](/revhero-docs/getting-started/start-here.md) — if you are new

***

**Was this page helpful?** If something here is wrong, unclear or missing, email [support@revhero.com](mailto:support@revhero.com?subject=Manual%20feedback%20%5Ben%5D%20support%2Fgetting-help.md) and quote this page: `support/getting-help.md`. Say what you expected to find — that is the part we can fix.