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When a screen is confusing, a number looks wrong, or you have an idea to share, the fastest way to sort it out is to tell a real person. The support links inside the app open a ready-to-send email. The app version, your device, and your region are already filled in. You describe the problem in your own words, and nothing technical is left for you to chase down. The same email carries your feedback, and that feedback shapes where the app goes next. This page explains where the support links live, what to write, and what happens when you have no signal.

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Reaching support from the app

There are a few ways into support, and they all lead to the same place — a pre-filled email to hello@loadmate.io. It is an email, not a chat window or an in-app form. When you tap one of these, your own mail app opens with a draft ready to go. The most direct door is on the More tab. Look for the Help & Support row, with the line Contact us, report a bug, or get help beneath it. Tap it and your email app opens. You will find the same thing in two other places, in case that is where you happen to be:
1

On the More tab

Tap Help & Support. This is the quickest route from anywhere in the app.
2

In Settings

Open Settings from the More tab, then tap Help & Feedback (Report a bug or suggest a feature).
3

On the About screen

Open About and, under the Support heading, tap Contact support. The support address — hello@loadmate.io — is shown right under that row.
About screen Support section showing Contact support and Rate loadmate rows.
The labels differ — Help & Support, Help & Feedback, Contact support — but they all open the same email to the same address. Use whichever you reach first.
Reaching support is open to everyone — whether you are on the free version, your subscription has lapsed, or you are exploring the demo rig. There is nothing to unlock.

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What to put in your message

This is the part that makes it easy. When the email opens, the subject and the top of the message are already filled in for you. The subject reads loadmate support — … with a note of where you tapped from. The body lists the app version, the build, your device, your region, and a few other technical details that help us find the problem. Below all of that, you will see a line that says Please describe the issue or feedback below. That is where you come in. You only need to add, in plain words:
  • What you were trying to do.
  • What you expected to happen.
  • What actually happened instead.
You do not have to dig out your app version or device model — those are already attached. If your message is about a number that looked wrong, mentioning the screen you were on and roughly when it happened helps a lot. And if it relates to a notification you saw, you can find the exact wording and date under Activity & alerts on the More tab and quote it.
Towing terms differ from place to place — kerb weight, nose weight, tow ball mass and tongue weight all describe related things in different markets. Your region is already attached to the message automatically, but if your question turns on one of those terms, a plain mention of where you tow saves any guesswork.

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When you have no connection

You can still write your message when you are out of signal. Tapping a support link opens your mail app and fills in the draft using details already stored on your device, so you can type away from a quiet campsite or a remote road. Your mail app holds the message and sends it once you are back online — there is nothing special you need to do. If your device has no email app set up at all, loadmate cannot open one, and you will see a short message saying No email app is available on this device. Occasionally, if something goes wrong opening the mail app, you will see We couldn’t open your email app right now. Please try again. In that case, try once more, or write to hello@loadmate.io directly from any email program you use. If the trouble is with your connection more broadly — pages not loading, data not syncing — there is more help on When you have no connection.

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Feedback is welcome

Support and feedback use the same email. The Help & Feedback link even spells it out: Report a bug or suggest a feature. So if a button sits in an awkward spot, a piece of wording confused you, or you wish loadmate did something it does not yet do, send it the same way. It reaches the people who build the app, and notes from real caravanners shape what gets worked on next.
A gentle word on privacy: there is no need to paste your number plate, vehicle identification number, or any card details into a support message. We only ask for what we actually need to help, and never for payment details by email.

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Where to go next

Support is one of several ways loadmate keeps you on solid ground. These pages cover the neighbours.

When you have no connection

What still works offline, what waits for signal, and how to tell the difference.

About and legal

Find your app version, the support address, and the legal documents in one place.

Activity and alerts

Look back over the notifications loadmate has shown you, so you can quote one in a support message.