Support

Email us

Send a message to help@fornaxlink.com. We read every email and reply within one business day. Mornings Pacific time get the fastest turnaround.

Helpful things to include in your first message:

• What you were trying to do when something went wrong.
• What you saw on screen instead (a screenshot helps a lot).
• Whether you're using the app on iPhone or Android, and roughly what version.
• If a payment is involved, the date and the rough dollar amount — we can find the rest in the system from there.

Common questions

I'm a customer and my payment didn't go through.

Open the inquiry chat with the merchant. If the deposit or balance payment shows as failed, the most common cause is a card the bank flagged. Try a different card or check with your bank, then re-tap Pay Deposit or Pay Balance from the same chat. No charge is captured until the payment succeeds.

I'm a merchant and a customer cancelled — what happens to their deposit?

When either side cancels an inquiry after a deposit has been paid, Tavvi automatically issues the refund through Stripe Connect. You don't have to manually file a dispute. The refund posts to the customer's original payment method on Stripe's normal timeline (5-10 business days for most banks).

I'm a merchant and I haven't received my payout.

Stripe handles payouts on the schedule you set up during Connect onboarding. The default is a rolling 2-day delay. If a specific charge isn't showing up in your Stripe dashboard, write us with the date and amount and we'll trace it.

I want to delete my account.

Open the app, go to Settings, then Account, then Delete Account. The deletion is processed within seven days. You can also write us at privacy@fornaxlink.com with the email address on the account and we'll process it for you.

I'm having trouble signing in with Apple or Google.

Make sure you're using the same Apple ID or Google account on the device. If you previously created your account via the inquiry-submit flow, signing in with Apple or Google for the first time will link those credentials to your existing account, not create a new one. If the chat thread from a past inquiry doesn't appear after sign-in, write us with the email address on the original inquiry.

The custom URL I want is taken or invalid.

Handles are unique across Tavvi and are 3-30 characters of letters, numbers, hyphens, and underscores. They can't start or end with a hyphen or underscore and can't contain reserved words. If a handle is taken and you believe it belongs to you (you operate that brand elsewhere), write us at help@fornaxlink.com and we'll review.

Other contact addresses

For privacy or data-deletion requests: privacy@fornaxlink.com.

For legal correspondence: admin@fornaxlink.com.

For everything else: help@fornaxlink.com.

Status and outages

If the app isn't loading or a payment isn't going through and you don't have a specific error message, it's worth checking status.stripe.com first, since most payment-related slowdowns are upstream of us. If Stripe is green and Tavvi is still broken, write us — we'd rather hear about a partial outage right away than read about it later.