Support
Kupaly support
One address, answered by the people who build Kupaly. Some things we can fix, and some belong to whoever writes your rota — this says which is which.
Get in touch
Email support@kupaly.com.
We aim to acknowledge within 2 working days. We are a small team in Dundee working UK hours. There is no phone line for Kupaly and no overnight or weekend cover — if a shift is wrong tonight, your manager can fix it faster than we can.
Ask us, or ask your manager
| Ask your manager or owner | Ask us |
|---|---|
| A shift is wrong, missing, or assigned to the wrong person | Kupaly will not load, or a page is broken |
| Your holiday request has not been answered | You cannot sign in, or you have landed in an empty account |
| Your availability is not being taken into account | A share code or invitation does not work |
| You want your rota history corrected or deleted | You want your account deleted |
| Who can see what in your team | A notification did not arrive, or assistant chat is stuck on the fair-usage limit |
The reason for the split is in the privacy policy: your employer controls the rota data, and we hold it for them. We cannot change a business's records on a member of staff's request, and you would not want us to be able to.
What to include
- What you were trying to do, and what happened instead.
- The name of the business you belong to.
- The browser and device you are using — for example "Chrome on a Pixel 7".
- A screenshot, if there is something to see. Blank out anything about colleagues that we do not need.
Please do not send us passwords. We never need one.
Before you write
You have signed in and there is nothing there
You are probably in a different account from the one you were invited to. Kupaly keys your membership to the Google, Apple or email sign-in used when you joined. Sign out and back in the same way you did the first time. If you joined with a share code, add an email and password before you switch device, or you will not be able to find that session again.
You have not been added to the team
Only an owner or manager of the business can add you. We cannot put you into someone else's business, however reasonable the request — ask whoever runs your rota.
Assistant chat has paused
The preview has a fair-usage limit on assistant chat. New messages pause until usage resets. That is expected, not a fault — see the terms.
Notifications are not arriving
Check notifications are allowed for Kupaly in your browser or phone settings. If they are on and nothing arrives, tell us.
Coming from Snappy Staff
Snappy Staff is being replaced by Kupaly. Nothing moves across without the business being told, and moving early is optional — see the terms.
If you would rather move early, open the preview and say so, and we will help.
The other documents
- Terms and conditions — the agreement, including the data-processing terms for businesses.
- Privacy policy — what is held, by whom, and your rights over it.
- Delete your account — for staff and for business owners.
If we get it wrong
Say so in the same thread and we will look again. If you are still unhappy, write to Neirfeno Limited, 7 Thorter Way, Dundee, DD1 3DF, and a director will pick it up.
For a complaint about how personal data has been handled, the Information Commissioner's Office is at ico.org.uk/make-a-complaint — bearing in mind that for rota data the complaint is about your employer, not us.