How to contact Padder support
We want you to get help quickly, in the way that works best for you.
Our Help Centre and Paddie, our AI assistant, are available 24/7 for self-serve answers. If your question needs a person, our support team replies by email Monday to Friday, 9:00 to 5:00 ET, excluding statutory holidays.
1. Help Centre
Best for: quick "how does this work?" questions.
The Padder Help Centre is open 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 paying
- Answers about eligibility, declines, privacy and policies
2. Paddie, our AI assistant
Best for: simple questions and help with your application.
Where to find Paddie:
Paddie can help you:
- Understand your options
- Find the right article or the next step
- Troubleshoot common issues
- Find your application status. Sign in to your Padder account and open your application. The progress tracker shows Application Submitted, Underwriting, Awaiting Leasing Team and Confirmation & Purchase, or Documents Requested if we need something from you. See How to check the status of your application.
If Paddie can't resolve your question, she passes it to our team. We'll reply by email on the next business day. Our hours are Monday to Friday, 9:00 to 5:00 ET.
3. Email support
Email support@padder.com. This is best for anything specific to your account or policy.
Use it for:
- Help with your application, documents, receipts or payments
- Sign-in problems and changes to your lease details
- Cancellations and refunds
For questions about your coverage or policy wording, or about a claim, email underwriting@padder.com.
To speed things up, include:
- Your full name
- Your building and unit
- Your Padder policy number, if you have one (it's on your checkout receipt and policy document)
Not sure where to start?
Go to help.padder.com and ask Paddie. She'll pass you to a person when you need one.