Get Help or Ask a Question
Need help? The fastest way to get support is through Paddie, our AI chatbot in the Help Centre. Paddie can answer common questions and will escalate requests to a human agent when needed.
Our Help Centre and chatbot are available 24/7 for self-serve answers. If your question needs a person, our support team replies Monday to Friday, 8:00 AM–6:00 PM (local time), excluding holidays. We aim to respond as quickly as possible, and may reply outside these hours when available.
1. Help Centre (self-serve)
Best for: quick “how does this work?” questions.
You can access the Padder Help Centre 24/7 at: help.padder.com
You’ll find:
- Guides on Padder Guarantor and Padder Deposit
- Step-by-step instructions for applying, uploading documents, and payment
- FAQs about eligibility, declines, privacy, and policies
2. Paddie, the chatbot
Best for: simple questions and application support.
Paddie lives on:
- help.padder.com, and
- Padder's applications, and
- Padder's website
Paddie can help you:
- Understand your options
- Find the right article or step in the process
- Troubleshoot basic issues
- Provide application status updates
If Paddie can’t resolve your question, she will:
- Escalate your request to a Padder representative during business hours:
- Monday–Friday, 8:00 a.m.–6:00 p.m. (Eastern Time)
Outside those hours, you can leave your details and a human will follow up on the next business day.
3. Tenant support
Email – recommended for anything specific to your account or policy
support@padder.com
Use this for:
- Help with documents, invoices, or payments
- Questions about your policy terms or coverage
To speed things up, include:
- Your full name
- Building and unit
- Any Padder reference (i.e., Padder policy ID or invoice number (if available))
If you’re ever unsure where to start:
Go to help.padder.com to chat with Paddie.