How this works
A few plain answers. If yours isn't here, write to us — a person reads it.
What does it cost?
Nothing to ask for help, nothing to be suggested for work, and nothing to talk to somebody. You only pay when you agree a job and decide to pay for it through us — the price you agreed, plus a small fee on top. The exact amount is worked out for your own job and shown in full before you pay, never after.
Who sees my request?
The people we suggest for it, and our own team. Nobody else. Your request isn't a public advert, and it isn't listed anywhere people can browse.
Do people see my phone number or email?
No. Messages stay on Support Aura, and your contact details are never shown. You can share them yourself in a message if you decide to, but we'll gently remind you first.
Why has nobody been suggested?
Usually because nobody offering that kind of help works near you yet. We keep looking, and we'll email you if somebody turns up. You can also change the wording of your request, which sometimes helps us understand it.
Why pay through Support Aura at all?
Because of what happens when something goes wrong. We hold the money until the day you both agreed, you can stop it any time before then, and if the job doesn't happen our team can send it back. Pay somebody directly and none of that exists — for either of you.
Where does my money sit until the job is done?
With us, not with the person you hired. They can see it's been paid, which is usually the point, but they can't touch it until the day you both chose.
When does the money reach them?
On the day you both agreed, by itself — you don't have to do anything. We write to you the day before to say it's coming, so there's always a day left to stop it if something isn't right.
Can I stop a payment?
Yes, any time before the day, by opening the job and telling us something went wrong. The money stops where it is, the other person is told, and our team decides after reading both sides. There's no button to stall somebody's money quietly — try to settle it between yourselves first, and come to us when you can't.
What if the job goes wrong?
Either of you can raise it from the job, whichever side you're on. The money stops where it is, the other person is told, and our team reads both sides before deciding — either it goes back to whoever paid, or it goes on to whoever did the work. We decide, not the two of you, because the two of you are the ones who can't be neutral about it.
Who can see the rating I write?
Everyone. It goes on the other person's page and shows up wherever they're suggested, with the name you go by, what the job was, and what you wrote. That's the point of it — you're helping the next person decide the way somebody else's rating helped you. You can change it until the other person's arrives or the week runs out, and after that it stands.
How do I get paid for work I do?
Set up getting paid from your account. Stripe, who move the money, will ask for your name, date of birth, address and bank details — that's the law for anybody being paid, not us being nosy. We never see your bank details. Until it's finished, money for your jobs is held rather than lost.
Somebody has behaved badly. What do I do?
Open the conversation and use Report, or Block to stop them reaching you. They are never told who reported or blocked them. If it's urgent or frightening, write to us directly.
Can I delete my account?
Yes, from Settings, at any time, without asking us. You can take a copy of everything we hold about you first. Conversations you were part of stay with the other person, so their record isn't destroyed.
I can't get in.
Use the forgotten-password link on the sign-in page. If the email doesn't arrive, check your spam folder, then write to us and we'll sort it out.
Write to us
We're a small team and we answer within two working days. Please don't send passwords or card details — we will never ask for them.