Help Centre Chat to Support

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Starting up

  • If you don’t have a NerdApp account, go to NerdApp.com and click Sign Up for free.
  • You can use your Google or Facebook account, or create a new NerdApp account.
  • If you already have an account you can sign in here.
  • Click here and follow the steps to book a Nerd to solve your IT problem.
  • Or click on the Book a Nerd button on the home page while you are logged in.
  • If you are having any trouble booking a Nerd please email us for further assistance.

Booking a Nerd

  • Click here and follow the steps to book a Nerd to solve your IT problem.
  • Or click on the Book a Nerd button on the home page while you are logged in.
  • If you are having any trouble booking a Nerd please email us for further assistance.
  • When Booking a Nerd you have the option to schedule an appointment for a time that suits you.
  • You can do this by filling out the necessary information on the Book a Nerd form.
  • When you get to the Date & Time page, simply select the time and date that suits you.
  • Please allow for extra time after the job just in case the job takes longer than expected.

  • When booking a Nerd for on-site support, if there are no available Nerds in your area, you will be asked if you would like to expand the search area. 
  • If you choose to expand the search area, this may cost you more as the Nerds will have to travel further to assist you.
  • If the area is expanded and there are still no Nerds available, you should consider booking a remote support call.

We are onboarding Nerds in all areas, keep checking in to see whether we have coverage in your area or email us for further assistance.

  • When you book a Nerd you will be able to see their profile picture.
  • Please verify that when the Nerd you hired arrives that they match their profile picture.
  • Once you have met your Nerd you can ask them to confirm the job number to ensure that they are the correct person for the job.
  • Once the job has been completed and you have signed off confirmation that the job is complete, you will be able to rate the Nerd.
  • If you rate the Nerd at 5 stars, they will automatically be added to your Favourite Nerds and you can book them directly from your profile the next time you need help.
  • Go to your profile by clicking on your name or profile picture on the menu bar located at the top right hand corner of the screen, then select Profile.
  • Once in your profile, click on the Favourites button, you will now be able to manage your favourite Nerds. For example you can either book your Favourite Nerd, or delete as necessary by clicking the red bin icon on the far right.
  • Click on your profile picture or name at the top right of the page and select the Profile tab.
  • Once in your profile select the pink Jobs button and you will be able to see how many jobs you have had completed for you.
  • On the far right you can view your invoices for any jobs that have been completed and paid for.
  • Click on your profile picture or name at the top right of the page and select the Profile tab.
  • Once in your profile select the pink Jobs button and you will be able to see how many jobs you have had completed for you. 

Your Account

  1. Click on your profile picture or name in the menu bar at the top of the screen and select Profile.
  2. Navigate to the tab labeled Social logins.
  3. Then select whether you want to connect your Google or Facebook to your Nerdapp account.
  4. Follow the instructions that will appear on your screen.
  • To update your information go to the section that you want to update on your profile page. For example the Personal section, once you have edited the information click the pink save button to update the information.
  • In your profile you will see an image that looks like the following one to the left of your name.

  • At the bottom right of the image there is a pink button, click the pink button then select the photo that you would like to make your profile picture from the location that you have saved it on your computer or mobile device.

  • Go to your profile by clicking on your profile picture or name, then click on the profile button, once in your profile click on the cards tab under your picture, here you can choose to add a new card, once you have entered all the necessary information on your card click the save button and the card will be added to your profile. 
  • To set the card as your default card make sure the Default check box is selected.
  • To remove a card click the red bin button at the far right of your card infomation and your card will be deleted from your profile.

  • Go to your profile by clicking on your profile picture or name, then click on the profile button, once in your profile click on the password tab here you will need to enter your old password then your new password twice, once you have done that click the Update Password button at the bottom left of the page.

  • Please note that as a user you do not have to verify your email.
  • Once you have signed up for NerdApp you will receive an email to the email that you signed up with that contains a link that you will need to click which will verify your email address.

  • To update your email address go into your profile and select the Email tab, once selected enter your old email and your new email to the right.
  • Please note that you will have to verify your new email before the account is moved to the new email, you can verify your new email by checking your new emails inbox and clicking the link to verify.

  • To update your mobile number for your profile, Go to the personal tab on your profile and edit the mobile number field(This is the area where you will be able to see your old mobile number), once completed ensure that you click the save button to update the information.

  • When in your profile select the Two-factor auth tab and then click the Setup authenticator app button, once there you can follow the steps. If you are having trouble with the Two-factor authentication please let us know on [email protected]

  • Go to your profile by clicking on your profile picture or name, then click on the profile button, once here you can view your credit under your name.

Security & Privacy

  • Two-factor authentication also known as 2FA is another layer of security to protect your account and this allows you to be in more control of your account as people will need a special code that only you have that is generated every few seconds on your authentication app such as Google authenticator etc.

  • Sometimes people use fake email addresses that are close to the actual email address and usually want your personal information like passwords and your bank information.
  • Make sure that the email address ends with @nerdapp.com

Please note that we will never ask you for your password and bank information.

You will also not be asked to make a payment that is not through the website or the app.

  • Password strength.
    • Make sure that your password is more than 10 characters and contains capital letters and/or symbols.

    • Use symbols if possible in your password as this will make it a lot stronger as most passwords only have letters and numbers and are easier to get than passwords with symbols.

  • Use Two-Factor Authentication.

    • Using Two-Factor Authentication allows you to have more control over your account and you will be the only person that will be able to access your account as you will be the only one who can receive a code to login to your account. This is recommended.

  • Make sure you log into the correct website https://www.nerdapp.com

  • Make sure that you don't share your account details with anyone, NerdApp and its nerds should never ask you for your password in any case.

Account issues

  • Please ensure that you have the correct email address and password.
  • If you have forgotten your password please reset the password by clicking the pink forgot my password button, then enter your email address and you will be sent an email to reset your password.

  • If you still cannot get into your account please email us for further assistance.

  • Please ensure that you have entered the card details such as the card number, CVC (last 3 numbers on the back of the card), and the expiry date correctly.
  • If you are having any trouble adding a card as your payment method please email us for further assistance.

  • If you have forgotten your password please reset the password by clicking the pink forgot my password button then enter your email address and you will be sent an email to reset your password.

  • If the link you have received to reset your password is not working or has not been received please try clicking the forgot my password button again.
  • If the problems persist please email us for further assistance.

  • Make sure that you have an internet connection and that you have scanned the code correctly, or entered the correct key.
  • Try scanning the code twice as it might have not have scanned correctly the first time.
  • If you are having any trouble enabling 2FA please email us for further assistance.

Payments

  • Go to your profile by clicking on your profile picture or name, then click on the profile button, once in your profile click on the cards tab under your picture, here you can choose to delete a card that you currently have or choose to add a new card, once you have entered all the necessary information on your card click the save button and the card will be added to your profile. To set the card as your default card make sure the Default column is selected to the right of your card information.

  • If you are battling with making a payment please check your card details such as your card number, cvc and your expiry date.
  • If you still have issues with making payments please email us on [email protected] to get assistance with your problem.

  • If you believe that you have been charged the wrong amount please email us the invoice you received and the details on the charge. Please send all the relevant information to us at [email protected]

If you have requested a refund and it has been accepted and have not received the refund into your credits on your profile page within 1 day please contact us on [email protected] for further assistance.

Cancellations & Refunds

  • If you the user cancels your job that you have paid for and its 25 hours or more before the start time they get a 75% refund

  • If it is between 24 and 8 hours its 50% refund

  • If it's between 8 and 1 hours before its 25%

  • If it's 1 hour or less its 0% refund as the Nerd will have wasted their time when they could have had another job that they would have got paid for.

  • Refund always goes into credit only and not a cash refund to credit card.

  • If you reschedule your On-site visit, you will be charged a $13.00 per reschedule if not within the same 24 hours.
  • There are no refunds for reschedules.

Nerd Sign up

  • When signing up to a website you will have the option to sign up as a Customer or Technician, select the Technician button and your nerd account will automatically be created.

  • Make sure that you have completed the sign up process by completing your Profile, Date of Birth, Address and service radius. Also you will need to complete the nerd assessment and pass it. Upload a video of yourself to tell us what you can offer as a nerd and tell us a little bit about you. Lastly you will need to sign up for a Stripe account so you can receive payments when you have completed your jobs.
  • Once you have completed all of the above steps you will be able to submit your account for verification by clicking on the request verification button on your profile page.

  • You can get access to more jobs but acquiring certifications in various fields where you might not know as much as you would like to. By getting more experience in other fields you can expand your skills and select more options in the Nerd Info skills category.
  • You can also expand your service radius to get a higher chance of getting more jobs.
  • Once you have been verified you will be able to accept jobs that you match with. Jobs are given to you based on what services you have selected in your profile.
  • Click on your profile picture or name at the top right and select the Available Jobs button where you will be able to see all the available jobs and once you see a job that you want to do you can click on the job and start it.
How can we help?