If you've checked the help articles and still need help, write to us.
How to reach us
Email: support@oranit.community
Email is the only support channel. We don't have a phone number for support, a chat widget, or a live chatbot. The platform is small enough that one real person handles every email, and email is what works best for that.
Response time
We aim to respond within 1 business day. Most emails get a reply much faster than that. If you write at 9 AM on a weekday, you'll usually hear back within an hour or two. If you write on a Friday afternoon or on Shabbat, you'll hear back Sunday morning.
"Business day" here means Sunday through Thursday, the standard Israeli work week. Friday afternoon, Shabbat, and Jewish holidays are off; emails sent during those times are answered when we're back.
If you haven't heard back within 1 business day, please write again, sometimes emails get lost or land in spam. We'd rather hear from you twice than not at all.
What to include in your email
The more specific you are, the faster we can help. A useful email usually includes:
- What you were trying to do. "I was trying to upgrade my business to the Base plan."
- What happened instead. "The payment page showed an error after I clicked Pay."
- The exact error message if there was one. Copy-paste it, or take a screenshot.
- The page URL where the issue happened.
- Your account email so we can find your account quickly.
- Your browser and device if relevant ("Chrome on a MacBook," "Safari on iPhone 13").
- Screenshots if you can. They make most issues solvable in one round of email instead of three.
You don't have to include all of these. The first two are the most important. The rest are useful when they apply.
Who reads it
A real person at oranit.community reads every email and writes back personally. Not a chatbot, not a ticket queue, not a form letter. The trade-off is that we're a small operation and during a busy week the response time pushes toward the 1-business-day mark; the upside is that the person who replies actually knows the platform and can usually resolve the issue in one exchange.
What we can help with
- Anything broken on the platform.
- Account access issues that the self-serve options can't fix.
- Payment, invoice, or refund questions.
- Help with a listing that was rejected or removed.
- Reporting a problem with another listing or another resident.
- Translation issues, content errors, or unclear UI text.
- Suggestions for new features or improvements.
- Bug reports.
- General questions about how the platform works.
What we can't help with
- Disputes between residents about transactions. If you bought something and have a problem with the seller, that's between the two of you. We can intervene if there's a clear pattern of bad behavior, or if the listing was misleading on the platform itself, but most disputes need to be resolved between neighbors directly.
- Things outside oranit.community. If you have a question about your bank, your phone provider, or another service, those companies have their own support channels.
- Specific business advice. We can help you use the platform, but we can't tell you how to price your services, how to compete with another business, or how to handle a specific customer.
For urgent issues
If something is urgent, security concern, fraudulent activity, immediate safety issue, write the word URGENT in the subject line. We monitor those more closely and reply faster. Don't use it for ordinary support; if everything is urgent, nothing is.
For things that aren't really support
- Press, partnership, or business inquiries: still write to support@oranit.community. We'll route it from there.
- Privacy or legal requests: still support@oranit.community, with "Privacy" or "Legal" in the subject line.
- Suggestions and feedback: we genuinely want to hear them. Same email, just say "feedback" in the subject so we can collect them.
One email address keeps things simple, both for you and for us. We sort it on our end.