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FOCUS Help Center

Help & Feedback

Help & Feedback connects account, content, rewards, invitation, creator, Redeem, and technical questions with the context needed to investigate them.

The most useful report focuses on one problem and explains the page, action, and outcome. That makes it easier to distinguish a feature that was not offered, an action that stopped partway through, and a completed action whose result looks wrong.

Send a useful report

  1. Choose the category that best matches the issue.
  2. Describe what happened, what you expected, the approximate time, and the steps that led to the problem.
  3. Add an image or screen recording only when it clarifies the issue, and hide unrelated private information.
  4. Review the prepared message, choose your email app, and send it.

FOCUS prepares an email draft, but the report is not sent until you choose an email app and send it. If no email app is configured, contact the official support address from another device.

Before sending, read the subject and description as if the reviewer has not seen the problem. Make sure the issue, expected result, steps, approximate time, and message shown make sense without relying only on an attachment. Send one focused report and keep the sent message for reference.

Ask about a Redeem request

For a specific request, open Redeem, select History, choose the record, and read its status before starting feedback. Beginning there keeps the report connected to the request and gives support the reference it needs.

Describe what appears wrong about the status, recipient, channel, or result without placing complete payment details in the description. If your question concerns a Redeem option rather than a submitted request, choose the general Redeem category instead of attaching it to an unrelated History record.

Protect your information

  • Do not send passwords, one-time codes, recovery codes, full payment details, or government identifiers.
  • Hide unrelated balances, private messages, and other people's information in attachments.
  • Include only what is needed to investigate the selected issue.
  • FOCUS support does not require you to send money or Points to receive help.

Use attachments to show an error state or sequence only when words are not enough. Inspect the full attachment before sending because notifications, account identifiers, and unrelated content may appear around the issue. Support can ask for additional context in its reply when needed.