# Nearily Support — Email or Neo on Telegram

> Get help with Nearily: email support@nearily.com and a ticket opens automatically, or message Neo on Telegram — he answers in your language.

- Page: https://nearily.com/support
- Markdown: https://nearily.com/support.md
- Language: English (en)
- Other languages: [Русский](https://nearily.com/ru/support.md) · [Türkçe](https://nearily.com/tr/support.md) · [Қазақша](https://nearily.com/kk/support.md)
- Site index for AI: https://nearily.com/llms.txt

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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](mailto: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](mailto:support@nearily.com)

### Telegram

[@nearily_bot](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

[Open @nearily_bot](https://t.me/nearily_bot)

### 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, with as much or as little detail as you have.
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, so you always know whether you are talking to a person.
4. **It closes**Once 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, Nearily Platform — 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 /for-cafes](https://nearily.com/for-cafes)