How can we help?
Most answers are below. If you still need us, message the team in the app or email us, and a real person will reply.
Message us in the app
The fastest way to reach us. Sign in, open Inbox and choose the Support tab. Your jobs and receipts are already attached.
Open MyLevelUpHQ →Email us
Write from the email on your account, and add the job reference if you have one. We reply within 2 working days.
support@myleveluphq.comSafety concern
If anyone is in danger, call your local emergency number first. Then raise an incident from the job screen so our trust team can act.
Read the safety policy →Common questions
Bookings and payments
How do I book help?
Sign in, tap Create job on the home screen, describe what you need and choose a provider. Your payment is taken when you submit the job and held in escrow.
When is my payment released?
Only when you confirm the work is done, or automatically 72 hours after the provider marks it delivered if you do not respond. You can raise a problem before then and the money stays held.
Something went wrong with a job. What do I do?
Open the job and choose Refund & dispute. Add what happened and any photos. The money stays in escrow while we look at the job record, messages and proof. See the dispute process.
How do I cancel?
Cancelling before a provider accepts is free. After that a small fee may apply depending on how far the provider has got. The details are in the cancellation policy.
Where do refunds go?
Back to the card you paid with. Your bank usually shows it within 5 to 10 working days.
Providers
How do I get verified?
Register as a provider and follow the steps: a government ID and a live selfie, and for home jobs an insurance certificate, a background check and our home safety training. No work is sent to you until you are cleared.
When do I get paid?
Everything released to you in a week is paid on the following Wednesday. On the Earnings screen, choose how: your bank through Stripe, PayPal, or Payoneer. PayPal and Payoneer work in Jamaica.
What does it cost to be a provider?
Joining is free. The house fee is set out in the fee schedule, together with when it applies and when it does not.
Your account
I forgot my password
On the sign-in screen, tap Forgot password? and enter your email. We send a link to set a new password.
How do I get a copy of my data?
Message support in the app or email support@myleveluphq.com. We reply within 30 days. Your rights are set out in the privacy policy.
How do I close my account?
See Delete your account below.
Delete your account
You can ask us to delete your MyLevelUpHQ account and your personal data at any time.
How to ask
- In the app, open Inbox → Support and write “Please delete my account”. Or email support@myleveluphq.com from the email address on your account.
- We may ask you to confirm it is you.
- Any job still in escrow is settled first. Then we delete your account and confirm by email, within 30 days.
What we have to keep
Payment, payout and fee records are kept for 7 years because accounting law requires it, and safety incident records for 6 years. Everything else is deleted. The retention schedule has the details.
Complaints
Tell us in the app or by email what happened and what you would like us to do. We acknowledge complaints within 2 working days and aim to give a full answer within 10 working days.
Complaints procedure →Company details
MyLevelUpHQ is operated by Marketercore Ltd, a company registered in England and Wales (company number [company number]).
Registered office: [registered address].