Support
We answer email. From a person.
goldenhour is operated by Gabriel Oleas (one person, for now). For anything not covered below, email hello@goldenhourhq.com and you'll get a real reply within one business day, usually faster.
The fastest path
hello@goldenhourhq.com
Include your business name (artists) or the artist you booked with (clients), and we'll have what we need to help.
Response time
One business day or less.
Mon–Fri, 9am–6pm US Eastern. Urgent payment / access issues escalated same day.
Try this first
Quick paths that solve most things.
Common topics
The questions we get most often.
I can't find my appointment
Look in the confirmation email or text you received when you booked — every confirmation includes a one-tap Manage booking link. From there you can see the time, the address, reschedule, or cancel.
Didn't get a confirmation? Check your spam folder for “@goldenhour”. Still nothing — email us with your name and the artist's name and we'll dig it up within a business day.
My payment didn't go through
Cards are processed by Stripe. The most common cause is the bank flagging an unfamiliar merchant — call the number on the back of your card, tell them “goldenhour” is a legitimate beauty-services charge, and try again.
For refund or chargeback questions, contact the artist directly first; they have the context. If you need our help escalating, email hello@goldenhourhq.com and include the appointment date + last 4 digits of the card.
I keep getting texts I didn't sign up for
Reply STOP to any goldenhour SMS to opt out instantly. The artist who sent it won't be able to text you again from goldenhour.
To opt back in later, reply START to a past message from that artist. SMS on goldenhour is for transactional appointment reminders only — never marketing.
I'm an artist and need help with the app
Sign in to the web dashboard at app.goldenhourhq.com and use the in-app Help button (top right of every page) — it opens a draft email to us pre-filled with your account ID so we don't have to ask for it.
For Stripe onboarding, payouts, or 1099 questions, go to Settings → Payments → Manage Stripe; that opens Stripe's own dashboard, which they support directly. For everything else, email hello@goldenhourhq.com.
I want to delete my account or my data
From the iOS app: More → Privacy & data → Delete my account. Type DELETE to confirm. Your sign-in is removed immediately.
From the web: Settings → Account → Delete account.
From a confirmation text or email (clients): tap Manage booking → Forget my info. Or email hello@goldenhourhq.com.
Note: financial and SMS-delivery records are retained per Stripe / Twilio / tax-law requirements (typically 7 years). See our Privacy Policy for the full breakdown.
I think my account was accessed by someone else
Email hello@goldenhourhq.com immediately with the subject line URGENT: account access. We'll force-sign-out all sessions on your account within one business day and walk you through resetting your credentials.
Enabling Face ID / Touch ID in More → Privacy & data adds a hardware-bound lock to the iOS app — recommended for every artist.
What we don't do.
- No paywalled support. Every plan, including the free trial, gets the same inbox.
- No outsourced overseas tier. Email goes to a real person who builds this app.
- No chatbots pretending to be people. If we use AI to draft a reply, we tell you.