Support
Getting something fixed
No ticket queue, no first line to get past, no reference number. Inside the app there is a Feedback button that sends the page you were standing on. Everything else is an email to Phil, who builds this, and it is usually answered the same working day.
If you are signed in, use the Feedback button
It sits in the bottom right corner of every page and takes three kinds of message: a bug, a feature you want, or anything else. A person reads every one of them.
The reason to prefer it over email is the context it carries for you. It sends the page you were on, your name, your firm and your browser, so you do not have to describe where you were or work out what to paste. “The numbers look wrong” is not something anyone can act on; the same sentence with a deal URL under it usually is.
You can paste a screenshot straight into the box with Cmd‑V, or use the attach button. Large images are shrunk in your browser before they are sent, so a retina screenshot of a wide monitor does not need resizing by hand.
A screenshot carries whatever was on the screen, which on this product may be a hotel that is not yours. The panel lists what is being sent before you press send, and the image goes only to PATL support.
If you cannot get in, or it is not about a screen
Same mailbox behind all four of these. The subject lines are pre-filled so the message lands in the right place, and you are welcome to write to the plain address instead.
Something is broken
A number you cannot explain, an export that will not build, a page that will not load. Include the deal name, since it is the fastest way for us to see what you are seeing.
phil@patl.appBilling and plans
Invoices, a card that will not take, moving between monthly and annual, a meter you need lifted for a busy month, or closing the account. Most of this is self-service, and the table below says where.
phil@patl.appFeature requests
A module that does not model the thing your deal does, a field you keep working around, a report your lender asks for. Say what the deal needed rather than what the screen should look like, and it usually gets built closer to right.
phil@patl.appAccount access
A forgotten password is self-service: ask for a reset link and it is in your inbox. Write to us for a verification email that never arrived, somebody new who needs an account, or somebody who has left and needs removing.
phil@patl.appPrivacy and data requests, and security reports, have their own addresses on the contact page.
Billing, and what you can do without asking
Once you are signed in, Billing holds the plan, the renewal date and this period’s meters, and the Manage billing button opens the payment portal where the card, the receipts and the cancellation live.
| What you want | Where it happens |
|---|---|
| See the plan, the renewal date and this month’s usage | Billing, in the app. |
| Subscribe, or move between monthly and annual | Billing. Annual is charged as one payment and works out cheaper per seat; the figures are on the pricing section. |
| Set a new password, or one you have forgotten | Forgot your password? on the sign-in page mails you a link. It works once and expires in an hour. Signed in already, the same button is under Your profile in Settings. |
| Change the card, or get a copy of an invoice | Manage billing on the same page. It opens Stripe’s portal, where every past receipt is downloadable. |
| Cancel | The same portal. Cancelling stops the renewal rather than cutting you off, so the plan runs to the end of the period you have already paid for. |
| A refused export or extraction | The monthly meter is spent. Billing shows both counters against their limits. Email us if a live deal needs the ceiling lifted this month. |
| Withdraw or grant the benchmarking consent | Billing. It is recorded with the user and the timestamp, and it can be withdrawn at any time. |
| Close the account and have the data deleted | Email us. Closing starts a 30-day window, after which the data is really purged rather than flagged as deleted. |
What is metered and what is not
Underwriting is unlimited on every tier, including the free sandbox. Build as many deals and run as many versions as the work needs. The meters are on the two things that cost real money to produce: 25 exports and 30 extractions a month, counted from the first of the month, because every extraction spends money reading a document at Anthropic.
The sandbox is free and is not time limited. It holds one live deal and one seat, with the full engine and the PDF packet behind it. Excel export and a second deal are what a paid plan buys, and no card is asked for to start.
The things that look like faults and are not
Most of what arrives in the support mailbox has an answer on this list, and the answer is usually one click inside the deal.
| What you see | What it means |
|---|---|
| The OM figures never reached the model | They are waiting behind the review gate. Open the Documents tab and approve them; nothing an extraction proposes is promoted until you do. |
| Franchise fees look wrong, or are zero | The deal is recorded as independent, or the brand is not in the fee database and its rates need entering by hand. Both are set on the deal’s franchise answer. |
| No market data at all | The deal is not matched to an STR hotel, or STR publishes nothing for that market. Match it on the Property tab. |
| “Not enough history to chart” on the Market tab | That cell was suppressed in most months. A tile needs one reported period and a chart needs several, and the page names the wider cell it fell back to. |
| The staffing tab says “Not costed yet” | A roster you have edited and not saved. Save it and the engine costs it. |
| A password reset link says it is done | It was used, it is over an hour old, or a newer request replaced it. Ask for another and use the newest mail in the thread. |
| The packet came back two pages | The full renderer was unavailable, so the compact summary was sent rather than failing your download. The page says so when it happens. Re-export once it is back. |
| The deal badge is amber, or red | Amber means setup jobs are still running and you can keep working. Red means one failed: open the status from the badge and retry it. |
| A number you disagree with | Usually an assumption you have not found yet. Every figure traces back, so the module tabs carry the inputs behind them and the pro forma lines carry notes saying how each was derived. |
The signed-in manual at Help covers all of this at length, module by module, along with the parts of the model that surprise people the first time.
What to put in a bug report
Four things, and the first reply is usually the useful one rather than a request for more detail.
- The deal name or its URL. Without it we are guessing at which of your deals you mean.
- What you expected the number or the screen to do, and what it did instead.
- A screenshot, if it is anything about layout or a figure on a page.
- Roughly when it happened, which is what lets us find the run in the logs.
None of that is needed for a feature request. Describe the deal you could not model and why the workaround hurt, and leave the design to us.
When you will hear back
Usually the same working day, from the person who wrote the code you are asking about. There is no published response-time guarantee, and one written by a company this size would be a marketing document rather than a promise. What you get instead is a reply from somebody who can fix it that afternoon.
There is no status page yet. If the app is unreachable, email is still the fastest signal you can send us, and it is not a bother.
When support looks at your workspace
Reproducing what a report describes sometimes means opening the real thing, so it is worth saying plainly what that does and does not allow.
A banner sits across the top of every page naming the person who is looking, and it is written into your organisation’s own audit history with the reason they gave. The session is read only, enforced in front of every route rather than route by route, and it expires after thirty minutes. Every support action is on the record twice, once in our log and once in yours, and both are append-only at the database rather than by our own good behaviour.
A suspended workspace cannot be opened at all. If your own people are locked out, so are we. Suspension is also not deletion: it locks the firm out of the product, deletes nothing and starts no clock, and closing an account is a separate act with the 30-day purge behind it.
Elsewhere
- Scope answers whether your deal type is supported today, which is the honest version of a lot of “is this broken” questions.
- The FAQ covers what people ask before they sign up.
- Contact has the sales, privacy and security addresses, and the company’s registered address.
- Terms and Privacy are the documents behind the account.