Support Page

XTRAHAND CUSTOMER SUPPORT

1. About XtraHand

XtraHand is the easy way to book vetted home help in The Gambia —cleaning, cooking, laundry, gardening, and more. You pick a service from the catalogue, top up your wallet, and our dispatcher assigns a vetted helper to come to you. This page is here when something doesn't work as expected.

2. Contact Us

Email: helpers.hub2026@gmail.com

Response time: Within 24 hours on business days, 48 hours on weekends.

Languages: English.

Please include:

- Your phone number registered on XtraHand

- The model of your phone (e.g. iPhone 13, Samsung A14)

- A short description of what happened

- A screenshot if you saw an error

3. Getting Started

Creating an account

1. Open XtraHand from your home screen.

2. Tap "Create Account".

3. Fill in your name, phone number, and pick a username (@handle).

4. You'll receive a 6-digit SMS code. Type it in.

5. Set a 4-digit PIN for daily sign-in.

Logging back in

Open the app, enter your phone number and PIN. SMS isn't needed again unless you reinstall the app or switch phones.

4. Placing an Order

1. Open the Book tab and browse services.

2. Tap a service, pick the day(s) you want, and choose your    engagement (one-off or monthly).

3. Tap Review.

4. Confirm where the helper should come — defaults to your saved    address. For exact directions, tap "Share my precise location"    to pin your house on the map.

5. Tap Pay from wallet. The amount is deducted; the dispatcher assigns a helper and you get a notification.

5. Wallet and Payments

Top up your wallet from the Wallet tab. Follow the instructions to send the amount via Wave to the displayed number with the reference code. Once we confirm the payment, your balance updates. Each order debits the listed price; helpers never handle cash at your door. Refunds for cancelled orders return to your wallet automatically.

6. Account Deletion

Delete your account from inside the app: Account tab → "Delete account" (red text) → confirm with your PIN.

Can't reach the app? Email helpers.hub2026@gmail.com with subject

"Delete account" and your registered phone number. We delete within 7 business days.

We delete your profile, photo, address, wallet, and authentication record. We keep a forensic snapshot of your phone number for 7 years (for legal compliance) and reserve your @username so you can reclaim it if you re-register. Reviews you wrote stay attached to helpers' ratings but anonymised. Full details in our Privacy Policy.

7. Common Issues

SMS code didn't arrive

- Wait up to 2 minutes; SMS can be slow on some networks.

- Check your signal.

- Tap Resend after the timer ends.

- Still nothing? Email us and we'll investigate.

Forgot PIN

Tap "Forgot PIN" on the login screen, verify by SMS, set a new one.

Map shows a blank box

- Update XtraHand to the latest version.

- Check your Maps location permission is enabled.

- Try over Wi-Fi instead of mobile data.

App keeps crashing

Update to the latest version. If it persists, uninstall and reinstall — your account stays.

8. Privacy

We use your phone number to sign you in and let the assigned helper contact you. We don't sell your data to advertisers. Full details in our Privacy Policy.

9. Reporting a Problem with a Helper

Open the order, tap the helper card → Report, OR email us with the order number and what happened. We investigate every report and refund your wallet if appropriate.

Last updated: 22 June 2026