Help & support

1. Getting help

We're a small Australian team and we read every message ourselves. The fastest way to get help depends on what you need:

• Email, for anything at all, write to us at[email protected]. This is the best option for account, billing or data questions, since we can verify your details and follow up properly.
• In-app & website chat, tap the chat bubble inside the Kelpie app, or on our website atkelpiehq.com, to start a conversation with us. Handy for quick questions while you're working.

To help us sort it out quickly, please include your account email, what you were trying to do, and a screenshot if something looks wrong.

2. Response times

We aim to reply to every support request within one business day (Monday to Friday, Melbourne time, excluding Victorian public holidays). Most messages get a same-day answer.

If your issue is urgent (for example, you can't send an invoice or get paid) say so in the subject line and we'll prioritise it.

3. Getting started

Kelpie runs on your phone and in any web browser, and everything stays in sync across both.

1. Get the app. Download Kelpie from the App Store or Google Play, or open the web app atapp.kelpiehq.com.
2. Create your account. Sign up at app.kelpiehq.com/signupand set up your workspace with your business name, ABN and contact details.
3. Invite your team. Add your crew from the team settings and choose what each person can see and do.
4. Send your first quote. Add a client, build a quote, and send it, then turn it into a job and an invoice when the work's done.

Stuck on any step? Email [email protected] and we'll walk you through it.

4. Billing & subscriptions

Kelpie is a subscription. Your plan and pricing are shown on ourpricing page, and payments are handled securely by our payment provider, Stripe, your card details never pass through Kelpie's servers.

• Manage your plan, change, upgrade or downgrade your subscription from the billing settings in the app.
• Invoices & receipts, your billing history and receipts are available in the same settings area.
• Cancelling, you can cancel any time; see our Terms of Service for how cancellations and refunds work.

For anything we can't sort out in-app, a billing query, a receipt you need, or a payment that didn't go through , email [email protected] from your account email and we'll help.

5. Xero & QuickBooks

Kelpie connects to Xero and QuickBooks Online so your invoices and customers stay in sync with your books. Connecting is optional and you stay in control:

• Connect, link your accounting software from the integrations settings; you'll be asked to authorise the connection with your provider.
• Disconnect, you can disconnect at any time from the same screen, which stops any further data exchange.

If a record isn't syncing the way you expect, check the sync status in Kelpie first, then email us at[email protected] with the invoice or client involved and we'll take a look.

6. Your account & data

You can update most of your account details (your name, business profile and contact information) yourself at any time inside Kelpie.

Delete your account

You can ask us to delete your Kelpie account and the personal data we hold about you at any time:

1. From the email address associated with your Kelpie account, email[email protected] with the subject "Delete my account".
2. To protect your information, we may need to verify your identity before we act on the request.
3. Once verified, we delete your account and associated personal data within 30 days.

7. Troubleshooting

A few quick things to try before getting in touch, they fix most issues:

• Update the app. Make sure you're on the latest version from the App Store or Google Play, many issues are already fixed in the newest release.
• Check your connection. Kelpie needs internet to sync; if data looks out of date, confirm you're online and reopen the app.
• Sign out and back in. This refreshes your session and resolves most "stuck" or permission-related glitches.
• Try the web app. If something won't work on your phone, check whether it happens at app.kelpiehq.com too: it helps us narrow things down.

Still not right? Email [email protected] with your account email, your device and app version, and a screenshot of the problem, and we'll get onto it.

8. Privacy & security

We host your data in Australia and take its security seriously. To understand what we collect, how we use it, and your rights, read our Privacy Policy and Terms of Service.

If you believe your account has been accessed without your permission, or you've spotted a security issue, please email us right away at [email protected] so we can act on it.

9. Feedback & requests

Kelpie is built for Australian tradies, and a lot of what we ship comes straight from customer suggestions. If there's something you'd love Kelpie to do, or something that's getting in your way, we want to hear it.

Send your ideas, questions or feedback any time to[email protected].: The Kelpie HQ Pty Ltd team.