Quick Help terms

Private Help Threads

If your enquiry starts by text message, phone, email, referral or another channel, we may create a Private Help Thread so you can continue the conversation, provide device details and upload permitted photos.

• We provide a private link and a six-digit one-time verification code through the contact method already being used.
• The link and PIN are for you or an authorised support person. Do not post or share them publicly.
• After five incorrect PIN attempts, access may pause for 15 minutes.
• Choosing Reissue link and PIN keeps the same messages and photos but disables the previous link, PIN and remembered browser access.
• The thread normally closes after 72 hours without meaningful activity. Opening the page alone does not keep it active.
• An unconverted thread normally has a seven-day recovery period before temporary messages, photos and access records are deleted, unless retention is reasonably required.

The PIN is an extra access check, not proof of legal identity by itself. We may ask for a reasonable contact or authority check before showing more sensitive information or moving the enquiry into Customer Room.

A reissued link and PIN cannot restore a thread that has been permanently deleted, converted to Customer Room or blocked for safety or misuse.

If you decide to proceed, the same conversation may move into Customer Room as a permanent request. A formal quote is created only when one is prepared, and a repair job begins only after the required approval.

1. Quick Help is an enquiry pathway

Submitting Quick Help creates a request record. It does not guarantee acceptance, attendance, timing, repair outcome or final price. A technician or authorised provider must confirm the scope and any chargeable work.

Quick Help status by email code

To check a request, enter the request reference and the email address used on the request. If the details match, we send a six-digit verification code by email. We do not send a status-verification code by SMS.

• Codes are normally valid for 10 minutes and may be reused during that window.
• Resend attempts are subject to a cooldown and temporary limits after repeated attempts.
• After five failed code attempts, access may be temporarily blocked.
• A successful check creates a short essential session, normally about 30 minutes.

Protecting customer details

We use a generic response whether or not the reference and email match, so other people cannot test customer details. If a request has no usable email, contact us for a manual check. We may require additional identity or authority evidence before disclosing information or changing instructions.

4. Information you submit

Provide accurate contact and issue information. Do not include passwords, PINs, banking codes, card details, identity documents or confidential files unless we give you an approved secure method.

5. Estimates, service and consumer rights

Any automated summary or price range is indicative. Paid work begins only after confirmation and approval. Your Australian Consumer Law rights are not excluded.

6. Contact

If an email code does not arrive, check spam or junk folders, wait for the resend delay, then contact [email protected] or call 0452 323 571. Private Help Thread access PINs are provided through the customer conversation already in use.