Contacting support

GarageHQ is run by a small team. We answer support email ourselves, no chatbots, no ticket trees. Most replies come within a working day.

Where to email

Topic	Email	When to use
General help, bugs, feature requests	hello@garagehq.uk	Anything that isn't billing, legal, or a security report.
Billing or invoice queries	billing@garagehq.uk	Refunds, changing card, missing receipts, VAT questions.
Privacy / data subject requests	privacy@garagehq.uk	Data exports, deletion, GDPR Article 17 requests.
Legal / contracts	legal@garagehq.uk	Terms, contracts, supplier agreements.
Security disclosure	security@garagehq.uk	Reporting a security vulnerability. PGP available on request.

You can also email any of the above and we'll route it internally if you weren't sure.

The faster we can reproduce or understand your issue, the faster we can fix it. Helpful things to include:

What you were trying to do. "I was trying to add my second vehicle by reg lookup."
What happened instead. "The page hung at the spinner for about 30 seconds and then showed an error."
The vehicle reg, vehicle ID, or org name. Lets us find the affected record without you having to send screenshots of personal data.
The browser and device. "Firefox on Windows 11" or "Safari on iPhone."
The time it happened. Even approximate. We can pull server logs around that window.

Most tickets fall into one of three buckets:

"Here's the answer / here's the link" — common questions get fast text replies (often the same hour).
"I'm looking into it, here's an ETA" — anything that needs a code change or DB query gets an acknowledgement within a working day, then a follow-up when fixed.
"This needs more info from you" — if the original email left us guessing, we'll ask before spending time investigating.

Severity	Target
Service outage (you can't sign in, app is unreachable)	4 hours, any time
Bug that blocks daily use of a feature	1 working day
General question, feature request, billing query	2 working days
Privacy / GDPR data request	30 days (statutory) — usually much sooner

These are targets, not guarantees. If you haven't heard back within twice the target, email us again — sometimes a reply gets stuck or filtered.

Cloudflare and Microsoft (the two third parties most likely to take GarageHQ down) both have public status pages:

If either is degraded, GarageHQ may be slow or unreachable through no fault of ours. Worth checking before emailing.