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Help & Support

We’re here to help! If you need assistance, you can reach our support team through the following channels:

Submit a Request (Pre-registration) 

If you need any assistance during registration or while logging in and are unable to access the application, please use the “Need help logging in? Contact support” link available on the login page (Link) and fill in the required details in the support form. Our team will be happy to assist you. 

Submit a Request (In-App Form) 

 

Recommended for detailed queries or issues that require tracking.

You can easily raise a support request directly from the application: Link 

  1. Click on the question mark (?) icon located at the top-right corner of the app:

  2. Fill in the required details in the support form 

  3. Submit your request. The moment you hit send; we spring into action. Your message is automatically logged as a support ticket, and you’ll receive a confirmation email with your unique ticket reference (for example, Ticket #12345). Easy to track, easy to follow up. 

Email Support 

You can also contact us via email: iq.support@thisisgain.com 

  • Share your query along with all relevant details 
  • Our support team will get back to you as soon as possible.

Call Support

Prefer to speak with us directly? You can reach us by phone: +44 2042631668 

Monday to Friday: 8:00 AM – 5:00 PM (UK Time) 

Note: Standard rates may apply depending on your location of calling and your local phone service provider.

What happens after I submit a support request? 

Here’s the play‑by‑play: 

  1. Instant ticket creation: Your request is automatically logged with helpful context—your account details, plan, and recent activity—already attached.

  2. Confirmation: You’ll receive an automatic reply confirming we’ve received your request, including this message “We've received your request. Our team will respond within 24 hours.” 
  3. One thread, one issue: All communication stays neatly in the same conversation. Just reply to continue—no need to open a new ticket for the same topic. 

When is GAIN IQ Support available? 

Our support team is available during UK business hours, ready to help you make the most of GAIN IQ.

Support Hours: Monday to Friday: 8:00 AM – 5:00 PM (UK time) 

Support isn’t available outside these hours, including weekends and UK public holidays, unless otherwise agreed as part of a specific support arrangement or SLA. 

How quickly will I hear back? 

We prioritise what matters—so you get the right help at the right speed:  

Priority 

What it means 

Target response time 

P1 

Critical – platform unavailable or data loss 

Within 1 business hour 

P2 

High – major functionality affected 

Within 4 business hours 

P3 

Standard – general questions and guidance 

Within 1 business day

P4 

Low – feedback or feature ideas 

Within 1 business day 

Note All Target response time are measured during standard support hours only (Monday to Friday, 8:00 AM – 5:00 PM UK time.) 

How will I know when my issue is resolved? 

We won’t leave you guessing.

Once your issue is resolved, you’ll receive an email titled “Your issue has been resolved.” 
You’ll also see a short CSAT survey—we’d love to hear how we did. 

Still need help? No problem. Just reply to the email to reopen the ticket, and we’ll pick things up right where we left off. 

If we don’t hear from you within 3 business days after the resolution email, the ticket will be marked as closed. Any further help on the same issue will require a new support request.