Support

We’re here to help with anything related to the Royale Garden Hostel app or your stay.

Contact us

Email support@royalegardenhostels.com any time. We reply Monday — Saturday, 9am — 6pm WAT (Lagos time), usually within one business day.

Common questions

I can’t sign in

• Use the email and password issued when your application was approved (check Promotions if you can’t find it).
• If a password reset email didn’t arrive, check spam and add noreply@royalegardenhostels.com to your safe senders.
• Still stuck? Email support@royalegardenhostels.com with the email on your account.

My payment didn’t go through

• Open the app → Payments to see the latest transaction status.
• If the status is Failed: tap Pay now again and retry. Common causes: incorrect OTP, daily limit on your card, or insufficient funds.
• If the money left your bank but the status is still Pending after 30 minutes, email us with the date/time, amount, and a screenshot of your bank notification — we’ll reconcile within one business day.

Paystack checkout won’t close after I paid

• Tap the ✕ at the top of the Paystack sheet to close it.
• Pull to refresh on Home — the Up next card flips to Paid within a few seconds of the payment being confirmed.

Submit a complaint or repair request

• Open the app → Complaints tab → tap the + button.
• Pick the type (Repair, Maintenance, Complaint, Suggestion, Enquiry), give it a clear subject and a short description, then submit.
• Track the status from the Complaints list. You’ll get a push notification when staff update it.

Update my profile

• Open the app → Profile → Edit profile. Update name, phone or photo, then Save.
• To update your email or guardian details, contact support@royalegardenhostels.com — these require admin review.

Change or reset my password

• Inside the app: Profile → Change password.
• From the sign-in screen: tap Forgot password? and follow the email instructions.

Delete my account

Email support@royalegardenhostels.com from the address on your account asking us to delete your data. We action requests within 30 days, retaining only what we’re legally required to keep (see our Privacy Policy).

Reporting a bug

1. Note what you did, what you expected and what happened.
2. Note the version at the bottom of the Profile screen (e.g. 1.0.0 (4)).
3. If you can, attach a screenshot.
4. Email it all to support@royalegardenhostels.com.

Security

If you believe you’ve found a security vulnerability, please email security@royalegardenhostels.com. Please don’t share it publicly while we investigate. We respond within three business days.