Getting help on Zinn Hub now starts with an instant answer and, only if you still need it, a support ticket that's already filled in for you. This guide covers the whole flow — asking, escalating, replying, attaching files, following up and reopening.
A quick note on our words: Zinners are sellers (freelancers), Zinnectors are buyers, and Zinns are the service listings Zinners offer.
How support works now: “Ask Zinnistant first”
Opening a support request begins with Zinnistant, Zinn Hub's AI assistant, rather than a blank form:
- Describe your issue in your own words and your own language.
- Get an instant, grounded answer drawn from the Help Centre, with source links to read more.
- Then choose what happens next: “That solved it,” “Add more detail,” or “I still need help → Submit ticket.”
The human path is always one click away — once your first answer arrives, the option to submit a ticket unlocks and never re-locks. And if you escalate, your ticket is pre-filled from what you already typed, so the support team picks it up with full context and you don't have to explain yourself twice.
Account, billing and payout questions skip straight to a human, since those need someone to look at your account privately.
Where to start a ticket
Open the Support section in your dashboard (the in-app route follows the pattern /dashboard/{role}/support/, where {role} is buyer, zinner or ambassador). Describe your issue to Zinnistant, then follow the options above. You can also open the gold “Z” chat bubble on any Help Centre, Contact Us or support page to ask a quick question first.
What to include
The clearer your message, the faster we can help. Try to include:
- A clear summary of the issue
- What you were trying to do
- What happened (or didn't happen) instead
- Any error messages — paste the exact text
- The URL of the page where it happened
- Screenshots, if you have them
- If it's about a specific order, project, custom offer or Zinn, the reference or URL — it saves a few rounds of clarification
What happens after you submit
Two things happen at once: you land on the ticket page with your first message already in the thread, and an email confirms the ticket has been received, with a View Ticket button that brings you straight back. You can return to any of your tickets through the Support section of your dashboard.
Replying to a ticket
Replies happen inside the ticket thread on Zinn Hub itself — not by email. When our team responds, you'll get an email and an in-app notification telling you there's a reply waiting. Click View Ticket in either, type your reply in the message box, and send. Your reply is added to the conversation and the team sees it straight away.
Can I attach files or screenshots?
Yes. The reply box has a file-attachment option — drag and drop, or click to upload. Screenshots are especially useful for showing errors, layouts, or anything easier to demonstrate than describe.
What the ticket statuses mean
- Waiting on Zinn Hub — we've got your message and the team is on it.
- Waiting on you — we've replied and need something from you to keep things moving.
- Resolved — the team has marked the ticket resolved. You can still reply to reopen it.
- Closed — the ticket is wrapped up. Replying reopens it if needed.
How quickly you'll hear back
We aim to respond as quickly as we can. Replies usually come through during UK working hours, and faster for urgent issues. Both an email and an in-app notification land when we reply — keep an eye on your inbox (and your spam folder, just in case).
Following up, and reopening
To follow up, open the ticket and reply — your message bumps the status back to Waiting on Zinn Hub. Please reply in the existing thread rather than opening a new ticket; a duplicate splits the conversation and slows everything down. To reopen a resolved or closed ticket, just open it and reply — the thread reopens automatically and we pick up where we left off. If the new issue is unrelated, a fresh ticket is usually faster.
If you're locked out and can't sign in
If you can't sign in, you can't reach the in-dashboard Support screen — use one of these instead:
- Email: [email protected]
- Telegram support: t.me/ZinnDigital — a direct line to the team
- Help Centre: zinnhub.com/help/ — articles and Zinnistant
Mention the email address on your Zinn Hub account so we can find you quickly.
A few tips for the smoothest experience
- One issue per ticket. Mixing unrelated problems makes everything slower.
- Always reply in the existing thread for follow-ups on the same issue — don't open a duplicate.
- Use the email on your Zinn Hub account for any contact route — it saves verification round-trips.
- Include the order, project, custom offer or Zinn reference when relevant — pasting the URL is fine.
- Try Zinnistant first — most common questions are answered in seconds, in your language, at any hour.
