Help and contact

We answer email. From real humans.

Pick the address that matches your issue and we'll route it to the right team. Most replies go out within one business day; security and active-booking issues are prioritized.

Before you email

Most things you can do yourself

  • Check the status of an active request from your booking page (magic link in your inbox).
  • File a post-stay dispute directly on the booking page during the 14-day window.
  • Reauthorize a card hold from the booking page when prompted.
  • Owners: manage availability, payouts, and Stripe Connect from the owner portal.

Start here

Common questions

Not sure who to email? Start here. We'll route your message to the right team.

  • How the platform works
  • Account or sign-in trouble
  • Anything that doesn't fit a category below

Active or upcoming booking? We'll get back to you within one business day.

  • Trouble with a magic link or status page
  • Questions about a proposal
  • Reservation details after confirmation
  • Hold reauthorization or capture timing

For approved owners and applicants. Karma, lottery, payouts, and Stripe Connect questions.

  • Application status
  • Stripe Connect / payout setup
  • Lottery or acknowledgement questions
  • Inactivity, pause, or unpause

Specialized topics

Issue-specific addresses

Payments and billing

payments@bookmypoints.com

Anything involving money — holds, captures, refunds, payouts, statements.

  • Card hold or capture questions
  • Refund timing
  • Owner payout missing or delayed
  • Tax forms (1099, W-9)

Within the 14-day post-stay window, file directly from your booking page. This address is for follow-ups and complex cases.

  • Cancelled or downgraded reservations
  • Material discrepancies vs. what was confirmed
  • Owner conduct issues

Security and abuse

security@bookmypoints.com

Suspected vulnerability, account takeover, fraud, or platform abuse. We respond promptly and won't pursue good-faith research.

  • Vulnerability disclosure
  • Suspicious account activity
  • Phishing pretending to be Book My Points

Data access, correction, deletion, or portability requests. See our Privacy Policy for details.

  • Export your data
  • Delete your account
  • GDPR/CCPA inquiries

Legal and policy

legal@bookmypoints.com

Terms of Service questions, legal process, IP, and trademark inquiries.

  • Subpoenas, preservation requests
  • DMCA notices
  • Partnership and press inquiries

What to expect

Reply times. Most non-urgent emails get a response within one business day. Active-booking issues (a stay starting within 72 hours, a missed payout, or a confirmed reservation that was cancelled) are flagged on intake and answered first.

Disputes. File from your booking page during the 14-day post-stay window for the fastest route. Admin review targets a 7-day turnaround.

Security reports. Acknowledged within one business day. Please include a clear description, reproduction steps, and any proof-of-concept; refrain from running tests that could affect other users' data.

Phishing. All Book My Points email comes from @bookmypoints.com. We will never ask for your password (we don't have one) or for your full card number. Forward suspicious messages to security@bookmypoints.com.

See also: Privacy Policy · Terms of Service