Safety & Support
Find answers, create a support ticket, and continue conversations with Vanly Support.
Guide overview
Vanly’s Help Center keeps answers and support conversations in one place. Search the help articles for a quick answer, contact support when you need personal assistance, and return to My Tickets to review replies or continue the conversation.
A signed-in Vanly account to view your support-ticket history
Details about the issue you need help with
The relevant booking, when the issue concerns a stay
Optional screenshots or images that help explain the problem
Step 1 of 3
Open Vanly’s Help page and select My tickets.
The Support tickets section keeps your Vanly Support conversations together.
Use the available tabs to review:
Open: Tickets that are still active or may need another response.
Past: Resolved or closed support conversations.
Each ticket displays:
The issue or ticket title
Ticket number
Whether it was submitted as a Guest, Host, or General issue
Current status
When the conversation was last updated
A preview of the latest message
Select a ticket to open the conversation and review replies from Vanly Support.
Select Start a new ticket when you need help with a different issue.
Tip: Continue an existing ticket when your new message concerns the same problem. This keeps all relevant information in one conversation.
Important: Avoid creating multiple tickets for the same issue, because the information may become divided between different conversations.
Step 2 of 3
Select Help articles to look for an answer before creating a support ticket.
Choose the appropriate help category:
Vanly: Questions about hosting, stays, bookings, payments, cancellations, and Vanly accounts.
Vanly Pro: Questions about Vanly Pro and trip-planning features.
Enter a word or short phrase in Search Vanly help.
The list updates to show matching questions and answers. Select a question to expand and read its answer.
To explore another topic:
Close the current answer or select another question.
Clear or replace the search text.
Review the new results.
If no matching answer is available, select Start a support ticket.
Tip: Search using the main subject of the problem, such as cancel booking, payment, refund, or account.
Important: Help articles provide general information. Use Contact support when the issue concerns a specific booking, charge, host, or stay.
Step 3 of 3
Select Contact support to create a new ticket.
Under I need help as, select Guest.
Under What is happening?, choose the closest issue:
Change a booking
Cancellation or refund
Payment or charge
Check-in or stay problem
Listing information problem
Host communication
Safety concern
My account
Something else
For a booking-related issue, select the relevant booking. Use Current & upcoming or Past to find the correct stay.
Selecting the booking securely attaches its Vanly information to the support ticket.
Under Describe what happened:
Explain what happened.
Describe what you expected to happen.
State what assistance you need.
Include any relevant dates or error messages.
Add helpful images when necessary.
You can attach up to 5 images, with a maximum size of 8 MB each. Supported formats are JPG, PNG, WEBP, and GIF.
Review the information and select Create support ticket.
After the ticket is created, select View support ticket to open the conversation. Vanly will also send ticket updates and replies to your email.
Tip: Choosing the correct issue and booking gives Support the relevant context and can reduce follow-up questions.
Important: Do not attach passwords, complete card numbers, private messages unrelated to the issue, or other unnecessary personal information.
You now know how to search for an answer, create a Guest support ticket, and return to your ticket history to review updates or continue the conversation with Vanly Support.
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