1. How to Get Support

We’re here to help you get the most out of your Good Native apps. If you need assistance, have a question, or want to report a bug, you can reach us through the following channels:

Email Support

Email: support@goodnative.co

This is the best way to reach us for technical issues, account questions, billing enquiries, and feature requests. Please include your account email, the name of the App, and a clear description of the issue.

In-App Support

Some of our Apps include a built-in help or support feature. Where available, this is the quickest way to get context-specific assistance.

2. Response Times

We aim to respond to all support enquiries within 1–2 business days (Monday to Friday, Australian Eastern Time). Complex technical issues may require additional time to investigate, and we will keep you informed of progress.

3. What to Include in Your Request

To help us resolve your issue as quickly as possible, please include:

• Your account email address.
• The name and version of the App you are using.
• A clear description of the issue, including any error messages.
• Screenshots or screen recordings if applicable.
• The browser and device you are using (for web-based issues).

4. Billing Support

For billing-related questions (charges, invoices, payment methods), please contact us at the email above. Since payments are processed through Paddle (our Merchant of Record), some billing enquiries may be directed to Paddle’s support team for resolution.

5. Bug Reports and Feature Requests

We welcome bug reports and feature requests. Please email us with as much detail as possible, including steps to reproduce the issue. We review all submissions and prioritise based on impact and feasibility.

6. Escalation

If you feel your issue has not been adequately resolved, you may request an escalation by emailing support@goodnative.com.au with the subject line “Escalation Request” and a reference to your original support ticket. A senior team member will review your case.

7. Service Status

We will communicate any planned maintenance or service disruptions via email to affected subscribers. For unplanned outages, we will provide updates as soon as reasonably possible.