Understory support runs through chat and email. We do not offer phone support.
How to reach us
Chat — the fastest way. Click the chat bubble in the bottom right corner of your Backoffice. Fin, our AI assistant, answers immediately, around the clock. If Fin cannot help you, or if you ask to speak to a person, your conversation is passed on to our support team.
Email. Write to [email protected]. Include your company name and, where relevant, the booking or experience it concerns.
Phone. Understory does not have a support phone line. Everything is handled in chat and by email, so we always have your account and the full history in front of us. If your case is better solved on a call, ask in the chat and we will arrange one with you.
Response times and languages
Chat and email are answered by our team during business hours, Monday to Friday. Fin answers at all hours, including evenings and weekends.
We have teams covering Danish, Swedish and Norwegian. All other conversations are handled in English.
Something urgent?
If your guests cannot complete a purchase, or your storefront is down, write in the chat and say that it is urgent. These cases are prioritised.
Help us help you faster
Whichever channel you use, it speeds things up if you include:
Your company name
What you were trying to do
What happened instead, including any error message
A screenshot, if the problem is visible on screen
The booking or order number, if it concerns a specific booking
Did this answer your question? If not, please reach out to us in the chat window at the bottom to the right, and we'll be happy to help 🤗