Sometimes it can be difficult to find the customer's address – for example, if the entrance is hidden, there's a construction site nearby, or the building is located in a courtyard.
To avoid unnecessary stress and delays, we always recommend clarifying any special access details directly with the customer before the appointment.
If you're on-site and can't find the address, here are several options available to you:
Call the customer directly
Open the respective booking in your Helpling profile and click on the customer's name. There you will find their phone number. A direct call is usually the fastest way to get precise directions (e.g. to the correct entrance or floor).
Tip: Try calling the customer before sending a message — a phone call is often noticed more quickly.
Send a message via the chat function
Alternatively, use the chat function in your profile to send a message to your customer. All information on how to use the chat feature can be found here.
Contact the Helpling Support Team
If you're unable to reach the customer, feel free to contact our support team. We’re happy to assist you and help establish contact with the customer.
📅 Available: Monday to Saturday
📞 Phone: +49 30 56839280
Summary
❓ Trouble finding the address? Don’t worry — help is available!
📞 Call first: A direct call usually resolves the issue fastest.
💬 Chat alternative: Use the in-app chat if a call isn’t possible.
🆘 Need help? Contact Helpling Support by phone.
✅ Pro tip: Ask the customer about any access details ahead of time.