How Support Works: Getting Help and What to Expect

Overview

All client communication on The Secret Society is centralized through a single support channel. You do not need to figure out who to contact or which team handles which type of request. This article explains how support works, what to include in your messages, how requests are routed, and when to expect a response.

The Centralized Support Model

The Secret Society uses a single, centralized support channel for all client communication. Whether you have a question about an upcoming activation, a concern about deliverables, a live event issue, or a request for a performance review — everything comes through the same channel.

You do not need to decide who to contact. The system routes each request to the appropriate team based on its nature, urgency, and complexity. Your job is to send the request clearly — the routing is handled automatically.

This model exists for a simple reason: it reduces friction. Rather than asking clients to navigate a structure of different inboxes, teams, and escalation paths, the centralized channel creates one clear entry point and routes from there.

How to Access Support

Support is accessible through two channels:

In-app chat — The primary and preferred channel for all requests. The in-app chat is connected to the support routing system and ensures your request is logged, categorized, and directed to the right team.

WhatsApp — Available as a secondary channel for Super Managers, where enabled. WhatsApp is used primarily for urgent communication that requires a faster response when in-app chat is not immediately accessible.

For the vast majority of requests, the in-app chat is the correct and most effective channel.

What to Include in Your Support Request

The speed and quality of the support response is directly influenced by the clarity and completeness of the information you provide. A well-structured request gets resolved faster than a vague one — because the team does not need to ask follow-up questions before they can act.

When sending a support request, include:

What the request is about — Be specific. "I need help with my event" is much harder to act on than "I need to change the time of my activation on Thursday 15th from 8:00 PM to 9:00 PM."

The event name and date — Whenever your request relates to a specific activation, identify it clearly. If you have an event ID, include it.

The nature of the issue or request — Describe what is happening, what you expected, and what you actually observed. The more specific you are, the faster the team can diagnose and respond.

Screenshots, if useful — If you are describing a technical issue, a deliverable concern, or a discrepancy you can see in the app, a screenshot provides the team with exactly the context they need without additional back-and-forth.

Whether the issue is urgent — Flag urgency explicitly. "This is affecting a live event happening right now" or "this needs to be resolved before tomorrow's activation" ensures the request is prioritized appropriately.

How Requests Are Routed

Once a request arrives through the support channel, it is assessed and routed based on its nature:

Strategy and planning questions are typically routed to the Account Manager, who has the commercial context and relationship knowledge to respond meaningfully.

Technical issues are escalated to the technical support team for investigation and resolution.

Live event problems are treated as urgent and prioritized for immediate attention. If you are experiencing a problem during a live activation, flag this clearly so it receives the fastest possible response.

Operational requests — such as scheduling changes, capacity adjustments, or deliverable concerns — are routed to the operations team.

Simple questions with clear, policy-based answers may be responded to immediately without escalation.

You do not need to pre-categorize your request. Simply describe what you need, and the routing system will direct it correctly.

Response Timeframes — What to Expect

Response timeframes vary depending on the nature and urgency of the request:

Live event issues are treated as the highest priority. If you are experiencing a problem during an activation, flag it clearly and expect a prioritized response.

Urgent pre-event requests — such as last-minute changes to an event happening in the next 24 hours — should be flagged as urgent and will be treated accordingly.

Standard operational requests — such as schedule changes, capacity updates, or deliverable concerns — are typically handled within normal business hours.

Strategic and account-level discussions — such as performance reviews or account planning — may be scheduled through the Account Manager.

If you have not received a response within a timeframe that feels unreasonable given the urgency of your request, re-flag it through the same channel and note that it is still outstanding.

What Support Can Help With

The support channel is the correct path for:

• Questions about upcoming or live activations
• Schedule changes, timing adjustments, or cancellation requests
• Capacity changes (increase or decrease)
• Deliverable concerns — missing content, misaligned content, disputed submissions
• Guest management issues — no-shows, late arrivals, behavior concerns, blacklist requests
• Technical problems with the app, QR codes, or check-in system
• Performance questions and requests for reporting
• Account configuration — adding or removing managers, updating contact details
• Contract and subscription questions — pauses, renewals, upgrades
• Billing and finance questions — statements, invoices, credit balances
• Photoshoot requests and rescheduling
• Any situation during a live event that requires immediate assistance

What to Do During a Live Event Issue

If something goes wrong during a live activation — a technical failure, a guest dispute, a check-in problem, or any other situation that is affecting the event in real time — contact support through the in-app chat immediately.

Include:

• The event name and current time
• What is happening
• How many guests are affected
• What has already been tried
• Whether the situation requires immediate operational support

Do not wait until after the event to report a live issue. The earlier support is engaged, the more options the team has to assist.

Role-Based Access in Support Interactions

Some requests on the platform require Super Manager authorization to proceed. If you are a Manager-level user and you submit a request that requires Super Manager permissions, the system will acknowledge your request and either redirect you or forward it for approval.

Examples of Super Manager-only actions:

• Requesting new activations
• Cancelling or rescheduling existing activations
• Adding or removing manager accounts
• Contract-related requests (pause, termination, renewal, upgrade)
• Requesting a statement of account

If you receive a response indicating that your request requires Super Manager authorization, the correct path is to have your Super Manager resubmit the request.

When to Contact Support — Quick Reference

Contact the support team through the in-app chat when:

• You have any question about an upcoming or live activation
• An event requires modification — date, time, capacity, format, or deliverables
• You need to cancel an activation
• Deliverables are missing or misaligned with expectations
• A guest's behavior requires escalation
• You are experiencing a technical issue with the app or check-in system
• You need a performance report or strategic review
• Something about an activation did not match what was agreed
• You have a contract or billing question
• You want to request a photoshoot or reschedule one
• You have any question that is not answered in the knowledge base

When in doubt, contact support. There is no such thing as a question that is too small or too large for the support channel.

Summary

All support is centralized through the in-app chat channel, with WhatsApp available for Super Managers as a secondary option. You do not need to determine which team to contact — simply send your request clearly and the system routes it appropriately. Include the event name, a specific description of the issue, relevant screenshots, and any urgency context. Live event issues are prioritized. Some actions require Super Manager authorization. Contact support for anything and everything — the system is designed to route and respond to the full range of client needs.

Updated on: 01/05/2026