Support Resources for Servana Users
Looking for help? We don’t provide a phone number for Servana customers, but you can log in to your account for personalized support or browse the resources below to quickly solve common issues.
All topics
Questions &Answers for Users
Getting Started
Q: How do I create an account on Servana?
A: Download the Servana app or visit Servana.info. Tap “Sign Up” and follow the steps to create a customer or contractor account.
Q: How do I reset my password?
A: Go to the login screen, click “Forgot Password?” and follow the prompts. You’ll get an email or SMS link to reset it.
Q: How do I update my profile information?
A: In the app or on the website, go to “Account” > “Profile” to update your name, contact info, or preferences.
Q: How can I verify my identity?
A: To verify your identity, please upload a government-issued ID and a selfie in the "Account Verification" section under your profile settings.
Q: How do I delete my account?
A: To delete your account, contact our support team via the app or website. Please note that account deletion is permanent and cannot be undone.
Booking Services
Q: How do I request a service?
A: Open the Servana app, tap “Need it done?”, select the service you want, choose a time, and confirm.
Q: Can I schedule a service in advance?
A: Yes. You can book for the same day or schedule ahead at a time that works best for you.
Q: How do I cancel a booking?
A: Go to “My Bookings” in your account, select the job, and tap “Cancel.” Some jobs may have cancellation fees.
Q: How do I track the status of my service?
A: Open your booking in the app or web portal to see live status updates and contractor location (if applicable).
Q: Can I change the time of my scheduled service?
A: Yes, you can reschedule your service by going to "My Bookings," selecting the booking, and choosing "Reschedule." Please note that changes are subject to contractor availability.
Q: What happens if the contractor is late?
A: If your contractor is delayed, you will receive a notification with an updated arrival time. You can also contact them directly through the app.
Payments & Pricing
Q: How do I pay for a service?
A: Payments are processed securely through the Servana app using your saved payment method. You’ll see the total before confirming.
Q: How do I apply a promo code?
A: Enter your promo code at checkout in the "Promo Code" field. The discount will be applied to your total before payment.
Q: Are there service fees or cancellation fees?
A: Some jobs may include a small service fee or a cancellation fee if canceled too close to start time. The details show before you book.
Q: Can I get a refund if I'm not satisfied with the service?
A: If you're unsatisfied with the service, please contact support within 48 hours. We will review your case and may offer a partial or full refund depending on the circumstances.
Q: Can I tip a contractor?
A: Yes. After the job, you’ll be prompted to rate and tip your contractor directly in the app.
Contractor & Earnings
Q: How do I become a Servana contractor?
A: Tap “Earn” in the app or visit Servana.info/contractors to sign up, upload required documents, and get approved.
Q: When do I get paid?
A: Payments are deposited directly to your bank account within 2–3 business days after completing a job.
Q: How do I choose what jobs to take?
A: Contractors can view available jobs and accept only the ones they want—work on your own schedule.
Q: Do I need insurance or licenses?
A: Certain services may require contractors to upload proof of insurance or a license before accepting jobs.
Q: Can I get a refund if I'm not satisfied with the service?
A: If you're unsatisfied with the service, please contact support within 48 hours. We will review your case and may offer a partial or full refund depending on the circumstances.
Q: How can I update my payment information?
A: To update your payment information, go to "Account" > "Payment Methods" and add or edit your bank details.
Q: Are there any fees for contractors?
A: Contractors are charged a service fee per completed job, which is deducted from their earnings. The fee percentage is available in the contractor agreement.
Support & Communication
Q: How do I contact Servana support?
A: Open the app, go to “Help & Support,” and choose chat, email, or phone support. You can also visit Servana.info/support.
Q: Can I message my contractor or customer directly?
A: Yes. The app includes a secure in-app chat and call feature to communicate about your job.
Q: What should I do if I have a problem with my booking?
A: Go to “Help” in your booking details and select “Report an Issue.” Our support team will help you quickly.
Q: How do I escalate an issue?
A: If your issue isn't resolved through standard support, you can escalate it by selecting "Escalate Issue" in the help section of the app or website.
Q: Can I provide feedback on a contractor?
A: Yes, after your service is completed, you will be prompted to rate and review the contractor. Your feedback helps us maintain quality standards.
Safety & Policies
Q: How does Servana ensure safety for users and contractors?
A: All contractors go through verification, and all transactions and communications are handled securely in the app.
Q: What if my property is damaged during a service?
A: Report the issue immediately through “Help” in the app. We’ll review the claim and assist you.
Q: Where can I read Servana’s policies?
A: Our Terms of Service and Privacy Policy are available on Servana.info/policies.
Q: What should I do if I feel unsafe during a service?
A: If you feel unsafe, immediately end the service through the app and contact local authorities. You can also report the incident to our support team for further assistance.
Q: Does Servana conduct background checks on contractors?
A: Yes, all contractors undergo background checks, including criminal history and identity verification, before they are approved to work.
Technical Issues
Q: The app isn’t working. What should I do?
A: Try closing and reopening the app, check your internet connection, or update to the latest version. If the problem continues, contact support.
Q: I didn’t get my confirmation email or SMS.
A: Check your spam or junk folder. If you still don’t see it, go to “Help” in the app to request it again.
Cancellation Policy for Providers
- Flexible: You may cancel a Servana job at any time.
- When you can charge a fee: If a customer cancels after you’ve accepted or after you’ve waited at the pickup location, a cancellation fee may apply.
- When no fee applies: No charge if you haven’t started toward the job or arrive later than promised.
- Fee amounts: Vary by location, wait time and travel distance.
Dispute My Cancellation Fee
Cancellation fees help compensate Servana providers for time and travel.
You may be charged when:
You cancel after a provider has accepted your booking.
A provider cancels after waiting at your pickup location.
Want us to review your fee? Request a cancellation fee review
Cancellation Fees Explained
Cancellation fees help compensate Servana providers for time and travel.
When a fee may apply:
You cancel after a provider has accepted your booking.
A provider cancels after waiting at your location.
When a fee won’t apply:
The provider hasn’t started toward you or arrives late.
The provider is still finishing another job.
You can cancel any booking at any time in the Servana app. Fee amounts and time limits vary by service and location.
Think you were charged in error? Request a cancellation fee review
Servana Cancellation Fees Explained
Cancellation fees help compensate Servana providers for time and travel.
To avoid fees:
Only book when you’re near the pickup location and ready for service.
When a customer may be charged:
Cancelling a job after it’s been accepted by a provider.
Provider cancels after waiting at your location for the allowed time.
When a fee won’t apply:
The provider hasn’t started toward you.
The provider is late or still finishing another job.
Fee amounts and wait-time limits vary by service type and location. If you cancel after work has begun, normal service charges may apply instead of a cancellation fee.