Support
One address, a person behind it, and an honest picture of how quickly you get an answer.
- luc@going-dutch.com
- Hours
- —
- Target
- A reply within two business days
- Languages
- Dutch and English
- Apps
- TheJay for iPhone and for Android — the same account, and the same support
This is not a support department. TheJay is built and maintained by a small team, and support runs on email. No phone number, no chat, no 24/7, and no SLA — the target above is what we achieve and intend to keep achieving, not a right you can invoke. It says so because a promise we cannot keep is worse than a modest one we do.
Company details
- Undertaking
- GoingDutch B.V.
- Trading as
- TheJay
- Chamber of Commerce (KvK)
- 99940329
- VAT number
- NL869197101B01
- Address
- Generaal Winkelmanstraat 127, 3769 EC Soesterberg, The Netherlands
Worth trying first
Three things that turn out to be most reports:
- You cannot get in. Sign in at the sign-in page with your email address and password. Ten wrong guesses in a row hold the account for fifteen minutes, so if you have just been trying, wait rather than trying again. Forgotten the password and no reset mail arrives? Write to us — we can send you a fresh link by hand.
- A post will not go out. Check under Integrations that the account is still connected. A platform can be connected only once it has approved TheJay, and a connection can expire or be revoked on the platform's side — then connect it again. What went wrong is noted on the post.
- A file is refused. The limit is 12 MB per file. A WAV master will not fit; an MP3 or artwork will.
What we help with
- You cannot sign in, or your workspace is empty when it should not be.
- Something demonstrably does not work as it should — on the website or in the TheJay app for iPhone or Android.
- A smart link or demo link not doing what you expect.
- Questions about your subscription, invoices or AI credit.
- A request about data: access, correction, export or deletion.
- A security problem you found — see below.
What we do not help with
- Music, promotion or contract advice. We build the software.
- Problems inside a platform you connected yourself.
- Recovering files you deleted yourself. Our backups exist to recover from a failure on our side, not as an archive for your masters. Keep those somewhere else too.
- Undoing a demo link that has already been viewed. Revoking is possible; unseeing is not.
Deleting your account
You can close your account yourself, on the website or in the app, and your data is erased seven days later. The steps, what is erased and what is kept, and what to do if you can no longer sign in: Delete your account.
Reporting content or a person
In TheJay you can report content and block someone. Anyone — with or without an account — can also report content they believe is illegal to luc@going-dutch.com: say where it is and why. See section 11 of the terms and conditions.
What makes a good report
- the email address of your account, and which brand it concerns;
- what you did, what you expected, and what happened instead;
- roughly when, and which page or screen;
- a screenshot if there is something to see.
Never send your sign-in link, and do not send someone else's demo link. We never ask for either.
Order of handling
| Kind | What it is | What we aim for |
|---|---|---|
| Outage | Nobody can sign in, or your public links are unreachable | As fast as possible, including outside office hours if we see it |
| Blocking | You cannot do your work and there is no way around it | Same business day, or the next |
| Normal | Something is wrong, but you can carry on | Two business days |
| Wish | An idea or a request for something new | We reply, but promise no date |
There is no paid priority. A free brand and a paid subscription get the same treatment.
Around a release date. We cannot guarantee we are there on your release day. So do not plan a release whose going ahead depends on an answer from us — queue your posts in advance and check your links the day before.
Maintenance and outages
We announce planned maintenance by email when you will notice it. For a longer outage we email what is happening. There is no status page today; if one arrives, the link will be here.
Reporting a security problem
Email luc@going-dutch.com with security in the subject. We confirm within two business days and keep you posted until it is resolved.
Please give us reasonable time to fix it before publishing, do not use other people's real data to demonstrate something, and do not disrupt the service. If you report something serious this way, we will not take legal action against you.
A complaint
Unhappy with how something was handled? Write it in the same email thread — the context is already there. See also section 14 of the terms and conditions.