Troubleshooting
Getting Help
Support channels and resources for Robin users
We’re Here to Help
Whether you’re facing a technical issue, have questions about features, or need business advice, Robin’s support team is ready to assist. Here’s how to get help quickly and effectively.Fastest Response: Use in-app chat during business hours (9 AM - 6 PM) for response within 5 minutes. Pro users get priority queue.
Support Channels
Choose the Best Channel
In-App Chat
Best for: Urgent issues
Response: 5-10 minutes
Hours: 9 AM - 6 PM daily
Languages: EN, BM, 中文
Email Support
Best for: Detailed issues
Response: 24-48 hours
Email: support@robin.now
Include: Screenshots
Help Center
Best for: Self-service
Available: 24/7
URL: docs.robin.now
Content: 100+ articles
Additional Support
WhatsApp Support
WhatsApp Support
Coming Soon
- Direct message support
- Send screenshots easily
- Voice note options
- Business hours only
Phone Support
Phone Support
For emergencies only:
- Major outages
- Security concerns
- Urgent payment issues
- Pro users: Priority line
Community Forum
Community Forum
Learn from others:
- community.robin.now
- Tips and tricks
- Success stories
- Feature requests
- Merchant networking
Getting Help Effectively
Before Contacting Support
1
Check Status Page
Visit status.robin.now
See if there’s a known issue
2
Search Help Center
Many answers already documented
Use search function
3
Try Basic Fixes
- Restart app
- Check internet
- Update app
- Clear cache
4
Gather Information
Prepare details for support
Screenshots help
Information to Provide
Speed Up Support
Always include:
- Your merchant ID (found in Profile)
- Device type and OS version
- App version (Settings → About)
- What happened - step by step
- Error messages - exact wording
- Screenshots - very helpful
- When it happened - date/time
Common Support Topics
Quick Solutions
Before contacting support:
- Check payment failures guide
- Verify internet connection
- Try different payment method
- Check device compatibility
In-App Chat
Using Chat Support
Chat Best Practices
For fastest resolution:
- Open Robin app → Help → Chat
- Select issue category
- Describe clearly in first message
- Include all relevant details
- Send screenshots
- Stay in chat for follow-ups
Chat Features
Send Screenshots
Send Screenshots
- Tap camera icon
- Select from gallery
- Or take new photo
- Annotate if needed
- Send multiple if required
Share Transaction
Share Transaction
Language Support
Language Support
Start chat in:
- English (default)
- Bahasa Malaysia
- 中文 (Chinese)
- More coming soon
Email Support
Writing Effective Emails
Good examples:
- “Settlement Missing - 24 Jan - RM 2,456”
- “Tap to Pay Not Working - iPhone 13”
- “Refund Error E123 - Transaction RBN789”
Email Response Times
| Priority | Response Time | Examples |
|---|---|---|
| Urgent | 2-4 hours | Payment system down |
| High | Same day | Settlement issues |
| Normal | 24-48 hours | General questions |
| Low | 2-3 days | Feature requests |
Self-Service Resources
Help Center
Getting Started
- Account setup
- First payment
- Basic features
- Video tutorials
Troubleshooting
- Payment issues
- Technical problems
- Error codes
- Device help
Video Tutorials
Watch video guides at youtube.com/robinpayments:
- Setting up your account
- Processing payments
- Using Robin AI
- Managing your team
- Understanding reports
Pro Support Benefits
Priority Support Perks
Pro Plan Support Advantages
As a Pro subscriber, you get:✅ Priority queue - Skip the line
✅ Faster response - Under 5 minutes
✅ Dedicated agent - Knows your business
✅ Phone support - Direct line
✅ Success manager - Quarterly check-ins
✅ Advanced help - AI optimization
Escalation Process
If Not Resolved
1
Initial Support
Try first-line support agent
Most issues resolved here
2
Request Escalation
Ask for supervisor if needed
Complex issues only
3
Technical Team
For system/bug issues
May take 24-48 hours
4
Management
Email: escalate@robin.now
For serious concerns only
Feedback & Suggestions
We Value Your Input
Feature Requests
Feature Requests
Share ideas:
- In-app feedback form
- features@robin.now
- Community forum
- Monthly user surveys
Report Issues
Report Issues
Help us improve:
- Bug reports welcome
- Include reproduction steps
- Screenshots valuable
- Get updates on fixes
Success Stories
Success Stories
Share your wins:
- How Robin helped
- Growth stories
- Creative uses
- May feature you!
Support Hours
When We’re Available
Support Schedule
Live Chat & Phone:
- Monday-Friday: 9 AM - 6 PM
- Saturday: 10 AM - 2 PM
- Sunday: Closed
- Public Holidays: Closed
- 24/7 availability
- Responses during business hours
Language Support
Multilingual Help
Currently supported:- 🇬🇧 English
- 🇲🇾 Bahasa Malaysia
- 🇨🇳 中文 (Simplified Chinese)
- 🇮🇳 Tamil
- 🇨🇳 中文 (Traditional)
Training Resources
Learn & Grow
Webinars
Monthly sessions:
- New features
- Best practices
- Q&A sessions
- Success stories
Certification
Robin Certified:
- Online course
- Best practices
- Advanced features
- Get certified!
Emergency Support
Critical Issues Only
Emergency Hotline: 1800-ROBIN-911Use only for:
- Complete system outage
- Security breaches
- Multiple payment failures
- Urgent compliance issues
Support Etiquette
Working Together
DO’s ✅- Be specific about issues
- Provide requested information
- Be patient and polite
- Follow up if needed
- Share feedback
- Share passwords
- Use abusive language
- Spam multiple channels
- Expect instant fixes
- Ignore advice given
After Getting Help
Follow-Up Actions
1
Test Solution
Verify the fix works
2
Document
Note solution for future
3
Share
Help other merchants
4
Feedback
Rate your experience
Stay Connected
Multiple Ways to Stay Informed
Status Page
status.robin.now
Real-time updates
@robinpayments
News & tips
Newsletter
Monthly updates
Subscribe in-app
Quick Reference
Support Contact Summary
| Channel | Best For | Response Time | Contact |
|---|---|---|---|
| Chat | Urgent issues | 5-10 min | In-app |
| Detailed help | 24-48 hrs | support@robin.now | |
| Phone | Emergencies | Immediate | 1800-ROBIN-MY |
| Self-Service | Quick answers | Instant | docs.robin.now |