Contact Customer Support

Our support team is here to help you with any questions, issues, or concerns about your MyPerfectStay experience. Whether you need help with a booking, have a question about an activity, or are experiencing technical difficulties, we want to ensure you get the assistance you need.

Before Contacting Support

To help us assist you as quickly as possible, we recommend gathering some information before reaching out. Having these details ready will allow our team to understand your situation immediately and provide a faster resolution.

First, check this Help Center for answers to common questions. Many issues can be resolved by reading the relevant articles, which are organized by topic and searchable. If you have a booking-related question, have your booking reference number ready, which you can find in your confirmation email or in the booking details within the app. If you encountered an error, note the exact error message that appeared, as this helps us diagnose the issue quickly. Finally, prepare a brief description of what you were trying to do and what happened, including the steps that led to the issue.

How to Contact Us

Email Support

The primary way to contact our support team is via email. You can reach us directly at info@cloudcops.de. When composing your email, include a clear subject line that describes your issue (such as "Booking Question - Reference #12345" or "App Issue - Cannot Complete Payment").

In your email, please include your registered email address so we can locate your account, a detailed description of your issue or question, any relevant booking reference numbers, screenshots if they help illustrate the problem, and your device type and operating system if you are reporting a technical issue.

Contact Us From the App

You can also contact support directly from within the MyPerfectStay app. Navigate to the Profile tab by tapping the profile icon in the bottom navigation bar. In the Settings section, you will find a "Contact Us" option with a mail icon. Tapping this option will open your device's email application with our support email address already filled in, making it easy to compose your message.

Report a Bug

If you encounter a bug or technical issue within the app, you can use our built-in bug reporting feature. In the Profile tab under Settings, tap "Report a Bug" to open a feedback form. This allows you to describe the issue and automatically includes helpful diagnostic information about your device and app version, which helps our development team investigate and fix the problem.

Information to Include

Depending on the type of issue you are experiencing, different information will be most helpful for our support team.

For Booking Issues

When contacting us about a booking, please provide your booking reference number (found in your confirmation email or the booking details screen), the activity name and scheduled date, a clear description of the problem (such as needing to change the date, not receiving your voucher, or having questions about the activity), and any relevant correspondence you have received.

For Payment Issues

If you are experiencing payment problems, include the last four digits of the card you attempted to use, the approximate date and time of the transaction attempt, any error message that was displayed, and the amount you were trying to pay. Never send your full card number, CVV, or other sensitive payment information via email.

For App or Technical Issues

When reporting technical problems, provide your device model (such as iPhone 15 or Samsung Galaxy S24), your operating system version (such as iOS 18 or Android 15), the app version (which you can find by scrolling to the bottom of the Profile screen), a detailed description of the steps to reproduce the issue, and screenshots or screen recordings if possible.

Response Times

Our support team works to respond to all inquiries as quickly as possible. For general questions and non-urgent issues, you can expect a response within 24 hours. For urgent booking issues, particularly those involving activities happening the same day or next day, we prioritize these requests and aim to respond within 4 hours during business hours.

Please note that response times may be longer during weekends, holidays, and peak travel periods when we experience higher than normal inquiry volumes. Rest assured that every message is important to us and will be addressed in the order received, with urgent matters taking priority.

For Urgent Issues on the Day of Your Activity

If you are experiencing an urgent issue on the day of your scheduled activity, there are several ways to get immediate help.

The fastest way to resolve day-of issues is often to contact the activity operator directly. Your booking voucher includes the operator's phone number. The operator can help with questions about the meeting point, last-minute changes, running late, or any issues at the activity location. They have the most up-to-date information about the specific activity and can often resolve issues on the spot.

For issues that require our assistance on the day of your activity, send an email to info@cloudcops.de with "URGENT" in the subject line along with your activity date, and we will prioritize your request.

Protecting Your Privacy

When communicating with our support team, please keep in mind that you should only share personal information that is necessary to resolve your inquiry. Our team will never ask for your full credit card number, CVV security code, or account passwords. If you receive a suspicious message claiming to be from MyPerfectStay asking for this information, do not respond and please report it to us immediately.

All communications with our support team are treated as confidential and are used solely to assist with your inquiry and improve our services.

Need Help?

If you have any questions or need assistance, do not hesitate to reach out. Contact our support team at info@cloudcops.de and we will be happy to help you.