Use in-app support first for order-linked requests, then include legal/policy references when needed.
Best support path
- Use the in-app messenger for order incidents and account questions.
- Include order ID, timestamps, contact number, and issue summary.
- For business users, include workspace name and team role context.
Hotline for Business and Fleet Workspaces
When phone support is enabled, Hotline appears in the dashboard navigation and on the Help page of Business and Fleet Workspaces. Open it to see the shared support number and service hours, including the timezone. Choose Call now or Copy number. On small screens, use the phone icon in the top bar. Phone support is available during the displayed service hours; chat remains available for sending your request outside those hours.
In the native Maxmove app, the phone icon appears on the Business home screen. In the Fleet app, it appears on Home and in the Dispatch and Platform views. The hotline is also available under Help. Tap it to see the same number and service hours as the dashboard, then choose Call now.
Photos, files and voice messages
Chat attachments are uploaded and then checked before other participants can open them. Checking… means the upload has finished and the safety check is still pending. The chat updates automatically when the file is available; you do not need to send it again. In the mobile apps, you can listen to your own locally saved voice message while it is being checked. An attachment that fails the check cannot be opened.
If chat loses its connection
Loaded messages remain visible if live updates disconnect. Chat reconnects automatically and reloads missed messages. You can still send while the messaging service is reachable; a failed send stays in the conversation so you can retry it.
Legal and privacy references
- Terms and privacy links are available in app/web legal sections.
- Use these sources for policy interpretation before filing disputes.
- If policy text conflicts with an order outcome, ask support for a case review.
Structured requests with exact identifiers reduce back-and-forth and speed up resolution.