01
General questions
Questions about PalStory, events, pricing, plans or how the guest experience works.
Contact us→Contact PalStory
Need help?
We're here.
Questions about an event, QR, guest recording, payment, refund, privacy or Professional use? Tell us what's happening and we'll point you in the right direction.
Event
support
Payment
help
Privacy
questions
Support around the moment
The event should stay simple, even when something needs attention behind the scenes.
What can we help with?
Start with the reason you're reaching out.
02
Event & technical support
Need help with an event, QR code, recording flow, upload or organizer dashboard?
Contact us→03
Payments & refund support
For payment problems, duplicate charges, refund issues or a PalStory service failure. Eligible standard cancellations are handled from your organizer dashboard.
Contact us→04
For event professionals
Planners, venues, companies and event professionals using PalStory for client or professional events.
Contact us→05
Privacy & content
Questions about guest videos, consent, retention, content access or privacy.
Contact us→06
Feedback & ideas
Product suggestions and feedback that can help improve the PalStory experience.
Contact us→The simplest way to reach us
One inbox.
The right context.
Event support, payment issues, professional enquiries, privacy questions and product feedback all reach us through the same PalStory inbox.
Email PalStory
hello@palstory.inFor faster event support, include the email linked to your PalStory account, your event name and a short description of the issue.
Account
Event
name
Issue
details
Need support?
A few details help us understand the issue faster.
The more specific the message, the easier it is to understand what happened and what needs attention.
01
Account email
The email used to sign in to PalStory.
02
Event name
Tell us which PalStory event is affected.
03
What happened
Describe what you expected and what actually happened.
04
Useful evidence
Include screenshots, payment references or error messages when relevant.
Payment support
Something went wrong with a payment?
Standard eligible cancellations are handled automatically from your organizer dashboard. Contact us when there is a payment problem, duplicate charge, refund issue or confirmed PalStory service failure that needs support.
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PalStory account email
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Event name
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Selected plan
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Payment / order reference if available
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Short explanation of the issue
Cancellation & Refunds
Eligible cancellations are handled from your dashboard.
Request cancellation from the event in your organizer dashboard. PalStory will check eligibility and show the applicable refund amount before you confirm.
Eligible customer-requested cancellations normally receive a 90% refund. PalStory retains 10% as a cancellation and processing charge.
Confirmed duplicate payments and confirmed PalStory service failures may qualify for a 100% refund under the Cancellation & Refund Policy.
Feedback matters
Real events will keep making PalStory better.
If something feels confusing, difficult or unnecessary, we want to know about it.
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Something felt confusing
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A guest struggled with the recording flow
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QR instructions could be clearer
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A page or button did not work
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You have an idea for a useful event feature
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You want to share feedback about a Professional event
Before you email
A few quick answers.
How quickly will you reply?+
We aim to respond to genuine PalStory enquiries as soon as reasonably possible. Professional-event support is prioritized where applicable.
Can I contact you about Celebration, Professional or Customize?+
Yes. You can contact us about any of the paid plans, although you can also view and select all three plans directly from the Pricing page.
Can I report a technical issue?+
Yes. Please include your account email, event name, the page or feature you were using, what happened and any useful screenshots or error details.
How do I cancel an event and request a refund?+
For an eligible paid event, open the event from your PalStory organizer dashboard and use the cancellation option. PalStory will automatically check eligibility and show the refundable amount before you confirm. Eligible customer-requested cancellations normally receive a 90% refund, with 10% retained as a cancellation and processing charge.
What if I have a duplicate charge or payment problem?+
Contact PalStory if you believe you were charged twice, a payment was not correctly recorded, a refund has a problem or a confirmed PalStory service failure prevented delivery of the purchased service. Confirmed duplicate payments and qualifying PalStory service failures may receive a 100% refund under our Cancellation & Refund Policy.
Can I ask about guest video privacy?+
Yes. Contact us if you have questions about guest consent, video access, retention, deletion or event privacy.
Can I suggest a feature?+
Yes. Feedback from organizers, guests and event professionals is useful as we continue improving PalStory.