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90 responses to “Contact Us”
Hello,
I have someone who booked my 20 minute fire show but would like to change to the 10 minute fire show. How do i go about changing it please?
Hi, Nicola,
Are you able to provide the details of your supplier name on Poptop, so that I can send it to the support team so they are able to help you in this query?
Many thanks,
Dom
Hi, Darek.
I’ve sent your information to our support team and they should be able to help you as soon as possible.
Thanks,
Dom
Hi, Nick.
The deposit takes 14 days to process, so it should be with you by today or tomorrow. We’re aware that this is a lengthy process and we are striving to improve this.
Thanks for your patience.
Dom
Poptop
Please delete my account. This is no longer a viable or flexible service for my business.
Thank you
SD NykampHi, Stanley.
I’ve brought up your issue with our support team and they should be able to sort it out for you.
Thanks,
Dom
Hello,
my site has 2 base prices, one from £16 which is correct and then, further down, one for £30 pp which I don’t want but I cannot see how to get rid of it.
Thank you.
Hi, Nick.
I’ve sent the details you gave me to our support team and they will be able to help you in this situation. They will also contact you soon to explain as well.
Thanks,
Dom.
Hi,
My latest booking shows that £272 will be received before the event, however a deposit of £69 has been paid by the client and the total is £376. I can’t work out the maths on this and how I would be receiving £272 ahead of the event when I believe suppliers sort the payments direct with the client after the deposit has been paid to PopTop? Please explain and clarify how much I should be invoicing the client for in remaining fees. I believe it to be £307? (£376 – £69)Hi, Lucy.
So sorry for the delayed response.
The total price of the booking includes our client service fee charge which clients pay at the same time as the deposit. Your quote breaks down as follows:
Service base price 1 x 1 hour set = £300
Travel expense = £41
Client service fee = £34.20
Total price = £376
£376 minus the deposit paid (£69) and client service fee charge (£34.20) = £272.80Thanks,
Dom
I have a booking of sorts, someone has booked but they have not paid the deposit I have messaged the client several times, and poptop emailed me in the week to ask about this booking and said they would find out what is going on. It’s Sunday no one is at the office and I don’t know whether to go to the booking or not. please advise.
Hi, Elizmi.
Sorry for the wait. I have sent your details and information to our support team. They should be in contact with you soon to help you, if not I will be able to chase it up for you.
Thanks,
Dom
Hi, Elizmi.
I can confirm that the booking was confirmed. Any more questions please get in touch.
Thanks,
Dom
Hi, Martin.
I’ve sent our team your details and they should be able to sort that for you.
Thanks,
Dom
How do I change my listing description? Not the body content – but the actual heading (which I’m pretty sure I dod not write)
Hi, Debbie.
All you need to do is click on services in your dashboard and click on the listing you want to change.
Thanks,
Dom
Hi, Debbie.
When you click on the listing you want to change from your services dashboard. It should take you to the overview dashboard where you can change your title. If you are still unable to do this we can do this for you.
Many thanks,
Dom
Hi the reason I’m not updating to become visible again is that I often have people book me on the other side of the country – either really far from where I live, or I am already at a booking far away and they are booking close to my home. So although I am available for the time slot I can’t physically get there in time. Is there any way the process can be halted at the booking request stage for me to OK it 1st please, as then I would rejoin. Otherwise I’ll continue no longer using poptop as its too stressful/ too much hassle.
Yours, Cat.Hi, Cat – I advise to reduce your travel radius on your profile. If you reduce your travel to a local radius of say 10 miles then clients will only be able to book you locally. This will solve the issues of getting booked across the uk. 🙂
Thanks,
Dom.
Hi there,
I’d like to know how to put in a ‘delay and approve’ system – I don’t want bookings being made instantly without a chance to talk to a prospective client and confirm that the service is right for what they need (or indeed that it’s a viable client depending on travel distances and other events in my calendar) – if when people book instantly – I invariably end up having to cancel or alter the bookings – which cause grief for me (and penalties for me on the PopTop site, I believe) and for the client.Many thanks in advance for your help.
This should not be hard to do – AirBnb literally have an on/off switch for ‘Instant Booking’Hi, Lucy.
I’ve brought up your issue with our team and I’ll hopefully be able to get back to you soon with a possible solution.
Thanks,
Dom
I have had zero success with Poptop since I signed up again. Please take a look at my page/listings asap thank you
Hi Kyle,
A member from our support team will look over your listings for you and hopefully be in contact soon.
Thanks,
Dom
Hi,
We’re new on Poptop, and no matter what we try and do, our service isn’t appearing in the search. Can you have a look and tell us why this is? I’ve only added one service so far.Also, how do I add extras, of the same service? For example, we do bell tents, and can supply more than 1. The person who phoned me said to add it as an extra in the listing, so someone can take an extra tent. But that doesn’t allow for the price variations on the number of days that they hire for. How can I do this?
Thanks
Hi Drew,
I’ve sent your information to a member from our support team and they should be in contact soon.
Thanks,
Dom
Our listing is hidden and we are constantly being asked to update our calendar. Our calendar is up to date.
Hi Theo,
To ensure your listing isn’t hidden, in your calendar you need to have at least 10 days where you aren’t available for bookings. These could be holidays, birthdays, special occasions or days you just don’t want to be booked for an event.
Once you have your calendar updated with these 10 dates your listing will become visible again.
Thanks,
Dom
Hi Poptop – could you just clarify how payment works pls, for a recent job of mine.
The customer paid the deposit, but not the remainder after the job.
Do they then need to pay this balance via poptop as per the deposit or do I ask for it directly via a bank transfer. ?
Also. is Poptops commission take automatically or do I need to pay that separately myself?
Thanks for your help here
Regards,
Glenn WardHi Glenn,
The remaining payment is directly between the client and the supplier. Poptop’s fee is deducted from the deposit. If you have any more questions, please get in touch.
Thanks,
Dom
Hi, I’ve not received the full amount for the booking fee.
According to the billing the customer should has paid £26.80, however I have only received £21.84.
Also I have only received the booking fee and not the deposit, do I need to invoice the client for the deposit?
Can you also confirm what the Client service fee is, is this something I will receive once the event has happened?
And there seems to be a disparity in the total price of the booking compared to what I will be receiving before the event as with the bookings I’m not receiving the full deposit, only the booking fee, the travel expenses are not being included in the amount received before the event.
I know I need to invoice the client once the booking fee has been paid so could you please confirm what I need to invoice and can you please pay the full amount of the booking fee for the event stated above.Hi there, I just wanted to confirm your fees. Am I right in thinking your charge a service fee directly to our clients and you also then take a percentage out of our quoted fees? So for a booking I recently took you have charged £14 to the client directly and another £16.80 to me, so a total of just over £30 goes to Poptop for a booking that I will end up getting £123 for? Seems like a very high Poptop fee (about 25%)..?
Hi Michelle,
Thanks for your comment. That’s correct, clients pay a service fee when making a booking with Poptop. This service fee contributes to a number of things, mainly the comprehensive Booking Protection we offer to our clients in providing a safe and secure bookings on our platform, as well as other business costs such as ongoing customer support and paid marketing to acquire more online traffic to our website and ultimately get you more clients.
You also pay a booking fee every time you get a booking. Our website is free to use in helping you advertise and market your business to a huge amount of clients – you only pay when you actually get booked.
I hope I’ve addressed your concerns regarding our fees however if you would like to discuss this further please email us on hello@poptop.uk.comThanks,
Dom
Hi, I would like to delete my profile but I can’t seem to find out how, can you please advise?
Thank youHi Giorgia,
I’ve sent your details to our support team and they should be able to sort that out for you.
Thanks,
Dom
Hi I need to cancel a confirmed booking due to family reasons. I have tried to cancel via the website but it is still showing in the diary. Can this booking be cancelled so the client can find another supplier. The clients name is Pauline Mcintyre and the booking is for 30/7/22
I look forward to hearing from you
Hi Roy,
One of our support team members will be in contact with you this morning to help sort out this issue.
Thanks,
Dom
Hello
Client paid deposit via website.
Rest client should pay directly to me or avia poptop to ?
Best regardsHi Lukasz,
The client should pay the rest of the amount directly to you. If you need any help with this, please contact the team at this email hello@poptop.uk.com.
Thanks,
Dom
Why is it that we cant have the customers phone number even when they have confirmed and Paid , my last job could not find the address needed to get in touch with customer for directions . When i sent the customer an email message through your system asking for phone number it came back saying Phone Numbers not allowed ?
Hi Chris,
When the client has paid their deposit, a chat box on the inbox dashboard should appear with the client details, if not you will also receive an email with their details in as well. Hope this helps.
Thanks,
Dom
Hi Victor,
I’ve sent your details to our client support team, they’ll be in contact if there is any issues regarding your payment.
Thanks Dom
Hi there. We’ve driven to Gloucestershire from London and the client has called to cancel as no one has turned up to their event. We are 10 mins from the venue.
They said the deposit paid should “cover our petrol”, but obviously we would also expect to be compensated for our time and the fact that we have missed out on our bookings tonight (which is a Sat in peak-summer).
Obviously this is a very stressful situation, but we haven’t been able to get through to anyone at PopTop for any advice/support, despite google offering a ‘24 hour’ number. We would appreciate your help on this please.
Hi Rami,
I understand that was a very stressful situation. I have sent the details you provided so far to our support team, if you can provide any more then please send them. However, we don’t have a 24 hr number and we don’t have anywhere that promotes that on Google, so I am sorry that you thought you’d be able to get in contact with our support team because of that. If you have any more information you can send it to support@poptop.uk.com.
Many thanks,
Dom
I would like to delete my account. I never had even 1 inquiry and now I keep being asked to update my calendar, which I have done, many times over. Yes there are more than 10 days that I’m not available etc. I’m fed up with these constant emails about the calendar and also, I paid £56 or something pounds for what ? For absolutely nothing. Please advise me on how to delete my account ASAP.
Hi Isabelle,
I am sorry to hear about this experience you’ve had with us. I’ve sent your details to our support team to help you sort out this issue. In the case of updating your calendar, we ask suppliers to have at least 10 unavailable dates in their calendar where they can’t be booked so that bookings aren’t regularly cancelled.
Thanks,
Dom
Hi I recently spoke to Alison about creating a profile and sent all the pictures videos etc that was needed .I haven’t had a reply and I’m wondering if she is still working here. Could someone please get in touch to clarify the situation so we can get going regards Garry Johnson-Crabtree
Hello, I wish to cancel my supplier membership for anthony@aga-marketing.co.uk but can’t see how to do this to prevent further enquiries and bookings, or can you do this for me please?
I have enough business for my needs from recommendations and my website.Hi Anthony,
If you could contact support@poptop.uk.com about this, a member form our support team will be ale to get in touch with you.
Thanks
Dom
Hello,
I am continuosly getting emails telling me my calendar needs updating and now I’m being told I will be a hidded supplier if I don’t update it however:
1) My calendar is aligned to my google calendar and is set to auto-update
2) According to calendar sync, my calendar was last updated today at 9:56am
3) My calendar is pretty detailed and has way more than 10 bookings in itWhat I have noticed is I check July and there’s loads in there but for August, even though there’s lots of bookings throughout the month, the August bookings are not populating across to PopTop. To add, I have bookings in place until the end of the year in my google calendar and none are showing in the Poptop calendar.
I am aware there is a limit to the number of bookings that can be added through sync, but this shouldn’t be an issue here because most of July is in the past, so when it’s syncing, it should sync from today onwards, and not sync past events.
Could someone please check why my bookings for August are not coming through when syncing?
Many thanks,
Michael.
Hi Michael,
I’ve sent your details along to our support team. They will check if there is an issue with your calendar and they should be able to rectify the issue if there is one.
Thanks,
Dom
Why do I keep getting emails threatening to make me a hidden supplier if I don’t update my calender. It’s ridiculous my calender is already up to date. I been told I need to blank out 10 more dates or get hidden, what would you like me to do make up bookings for you. I’m coming to the point of just deleting my account.
Hi Jason,
I’ve sent your information to our support team to see if there is an issue regarding your calendar. Hopefully, we will be able to rectify the situation if there is one.
Thanks,
Dom
Hi I have had 2 booking and have not received my deposit from you, one was earlier in the year and I have another on Friday?
Please let me know why I have not been paid the remaining deposit from you?
Supplier name- Justinsbeachicecream
Many thanks
JustinHi Justin,
I’ve sent your details over to our support team and they’ll hopefully be in contact with you soon if there is an issue regarding your payment. If not, I’ll follow up asap.
Thanks,
Dom
Hi Justin,
The deposit for the booking this Friday will be in your account by Monday, and all other deposit payments have been made.
Thanks,
Dom
Can I get a test enquiry so that I can whitelist the sender and set up alerts — it would be unfortunate to miss an enquiry due to junk filtering and just not realising what it was.
Many thanks.
B.Hi Brian,
That isn’t a problem, we can set that up for you later. Look out for it this evening.
Thanks,
Dom
Hi
I am new to Poptop and have created my profile etc but am stuck waiting for a text message to verify my telephone number. I have double checked I have given the correct number but do not seem to be receiving the text messages to do this. I cannot begin to post a listing until I get over this hurdle.
Hello,
I’ve your details to our support team, they will try and rectify the issue for you and be in contact as soon as possible.
Thanks,
Dom
I am trying to verify my listing and have done all the steps and added the badge to my website and put a link to the website in the required box but when I hit “Submit” nothing happens. Has this been sent or is there a problem?
We are trying to to verify our listing and have done all the steps and added the badge to our website and put a link to the website in the required box but when we hit “Submit” nothing happens. Has this been sent or is there a problem?
Hi Jack,
I’ve sent your details to our support team and they will look into this for you.
Thanks,
Dom
Hi there,
I am awaiting payment for a completed job from last week.
I am also finding it unclear on how to track down details of any payment, the deposit, or remainder that was (according to the website) paid before event started. However, it has not reached my account.
Any assistance you can provide in this matter would be greatly appreciated.
Hi Max,
I’ve sent the information you provided and your details to our support team and they should be able t help you with this issue. Hopefully, they will be in contact soon.
Many thanks,
Dom
Hiya!
I wanted to ask how payment works. Do I invoice the client directly for the remainder of the fee?
Kind regards
RoxuI received a message the other day reminding me to update the details of my public liability insurance on Poptop. I cannot find the page to upload that.
Please can you point me in the right direction?
Thank you.
Hi Phil,
You can do this by going into edit the details of your listing and ticking the boxes that say you have public liability.
Thanks,
Dom
Is there a page on my profile where I can add to/update my repertoire list? Sure I’ve done it before, but today it’s escaping me!
Hi Gail,
In the updating your service listings section, you can find it in your Q&A section.Many thanks,
Dom
how do I prevent a booking from being AUTOMATICALLY processed and the deposit taken, before I accept? I want to confirm some important details with the client before I accept their booking, but I cannot see a way to do that without ‘rejecting’ the booking, and being penalised?
Hi Bobby,
Hope your keeping well.Poptop works differently that any other platform on the market. We operate using live pricing & availability. This provides clients with ease when planning an event and allows suppliers to save time when submitting quotes. We advise making use of our messaging function which allows suppliers to write a message directly to the client to ask for more details about their event. This will go directly to the client’s emails and they can respond which will open up a conversation. We also advise you to keep your calendar up to date at all times so you only receive bookings when you have availability.
Thanks,
Dom
Hello,
your ‘phone SMS send doesn’t work. There is a 0 already there which negates my o and so the number is correctr but when I see the notice on your page saying that the SMS has been sent, the 1st zero of my number is missing. Thus, I cannot register.
Thank you.
Hi Nick,
I’ve sent your details to our support team, they should be able to rectify this issue as soon as possible.
Thanks,
Dom
Hello,
I had someone who booked but didn’t pay a deposit or respond to my text or email. How do I cancel the booking post event date as it didn’t happen
Hi Neil,
I’ve sent your information over to our support team. They will sort this out for you as soon as possible. If you could also send this to hello@poptop.uk.com as well.
Thanks,
Dom
I have still not received payment. I thought only energy companies kept hold of your money like this. Shame your payment department aren’t like your constant reminders to ‘update my calendar’ like I’m one of your employees!
Hi Scott,
Our support team has been in touch and the payment has already been put through.
Thanks,
Dom
Nicola Ladner
Dom Bell
Darek
NICK Page
Martin Ash
Anthony okoroafor
Glenn Ward
isabel ainsworth
Michelle
Giorgia
Lukasz
Rami
Michael
Justin Blyth
Nick
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