Contact Us or About Us? Where to Get the Right Help
People often click About Us when they really need support, and they click Contact Us when they just want to understand who they’re dealing with. On a normal ecommerce site, that’s a minor annoyance. In travel, it can cost you time, money, and sometimes the trip itself.
If you’re using SimpleVisa (or evaluating it as a travel business), this guide will help you choose the right page, ask the right question, and get a useful answer faster.
The simple rule: “story” vs “solution”
Think of these two pages as serving different jobs.
- About Us is for context and trust. It answers: Who are you? What do you do? Why should I trust you with sensitive travel data?
- Contact Us is for action and resolution. It answers: How do I reach the right team to fix my issue or move forward?
That distinction matters because the fastest path to help is usually the shortest path to the correct team.
When “About Us” is the right choice
Use About Us when you’re trying to understand SimpleVisa as a company and a platform.
Typical reasons include:
- You’re a travel brand deciding whether to add visa services and you want to understand what SimpleVisa does at a high level.
- You’re doing vendor due diligence and looking for credibility signals (industry presence, partner footprint, security posture, and operating model).
- You want to know how SimpleVisa fits into the travel journey (embedded booking flow, white-label app, or data services).
In other words, About Us is for evaluation, not troubleshooting.
What you can usually confirm from “About” content
Even without getting into technical documentation, About pages are where you typically find:
- What problems the platform solves (visa application guidance, automation, and border requirement workflows)
- Who it’s built for (airlines, OTAs, agencies, tour operators)
- The integration “shapes” offered (API, white-label, no-code)
- Trust and proof points (coverage, adoption, and quality approach)
If your goal is to decide whether you should talk to sales, start with About Us, then move to Contact Us once you can ask a specific question.
When “Contact Us” is the right choice
Use Contact Us when you need a person (or a support workflow) to intervene.
Common examples:
- A traveler has an application issue, a document question, or needs help understanding next steps.
- A travel business wants a demo, implementation guidance, or commercial details.
- Your developers need help with authentication, webhooks, error handling, or an integration environment.
- You need to report a suspected scam, phishing attempt, or security concern.
If the outcome you want is a resolution, Contact Us is the correct route.
Quick decision guide: About Us vs Contact Us
| You are trying to… | Go to… | Why it’s faster |
|---|---|---|
| Understand what SimpleVisa does and whether it fits your use case | About Us | You get context without waiting on a reply |
| Fix an application problem or get status help | Contact Us | Support workflows are designed for case resolution |
| Request a demo or discuss integration options | Contact Us | Sales and partnerships start there |
| Vet security and credibility before sharing data | About Us (then relevant security resources) | You can validate trust signals upfront |
| Escalate an urgent, time-sensitive travel issue | Contact Us | Speed depends on routing to the right team |
If you’re still unsure, a good fallback is to open Contact Us and lead with: “I’m not sure which team I need, but here’s what I’m trying to accomplish.” That single sentence improves routing.
If you’re a traveler: how to get the right help
Most traveler questions fall into one of two buckets:
-
Eligibility and requirements (Do I need an eVisa or ETA? What documents are required? How early should I apply?)
-
Application support (I made a mistake, I need to update something, I’m missing a document, I’m unsure what my status means.)
Before contacting support, it can save time to start with SimpleVisa’s self-serve guides, especially when your question is informational.
Recommended starting points:
- If you need orientation and the right first steps: Need Help With a Visa Application? Start Here
- If you want safe online-application practices and scam avoidance: Travel Visa Online: How to Apply Safely
- If you specifically need to reach support for an application: Visa Contact Us: Get Instant Support
When you should contact a government authority instead
Some issues are not “supportable” by any private platform and must be handled by the issuing government or a consulate, for example:
- Legal questions about admissibility, overstays, refusals, or bans
- Appeals and formal dispute processes
- Last-mile border decisions (final entry is always determined by border officials)
For official requirement confirmation, many travel operators rely on sources like the IATA Travel Centre for baseline entry rules (always cross-check with official government sites for your destination).
If you’re a travel business: where to go, depending on your role
Travel teams typically approach SimpleVisa from different angles, and the “right help” depends on who is asking.
Partnerships, product, and commercial questions
Use Contact Us when you’re looking to:
- Add visa services as an ancillary offering
- Choose between an embedded flow (API) and a hosted experience (white-label)
- Understand implementation effort (including no-code options)
A useful primer before you reach out is: API vs. White-Label App: Which Visa Integration Model Suits You?
Operations and customer support teams
If you’re trying to reduce tickets and improve traveler completion rates, you’ll get more value by framing your outreach around workflows and KPIs, not just “support.” Two resources that help you ask better questions:
- Why Travelers Abandon Visa Forms—and 6 UX Fixes That Convert
- 5 KPIs to Track After Deploying a Visa Management Platform
Developers and technical teams
If your question is technical, you’ll typically move faster if you reference concrete artifacts (endpoint, request ID, environment, timestamp). For background, see: Developer Q&A: Best Practices for Authenticating Against the SimpleVisa API
How to write a “Contact Us” message that gets a fast answer
Customer support research consistently shows that lowering “effort” improves outcomes, and that starts with giving the recipient everything needed to act. (The “customer effort” idea is widely cited in service design, including Harvard Business Review’s work on reducing customer effort.)
When you contact a visa or travel-document team, the goal is the same: reduce back-and-forth.
Include this information (without oversharing sensitive data)
| What to include | Why it matters |
|---|---|
| Your full name (as on passport) | Helps match records and avoid confusion |
| Nationality and passport issuing country | Requirements are passport-dependent |
| Destination country and travel dates | Determines the applicable authorization and urgency |
| Application reference or order ID (if you have one) | Fastest way to locate your case |
| What you see on screen (exact error text, status label) | Prevents guessing, speeds diagnosis |
| What you already tried | Avoids repeating steps |
A short, high-signal message beats a long narrative. A good template is:
- “I’m traveling from [origin/passport] to [destination] on [date].”
- “My application/reference is [ID].”
- “I’m stuck at [step] with the error/status: ‘[exact text]’.”
- “I have uploaded [documents] and tried [actions].”
- “I need help with [single clear request].”
Security tip: do not send full document numbers unless requested in a secure channel
Visas involve sensitive identifiers. Use secure upload and in-product messaging paths when available, and treat unsolicited requests for passport scans as a red flag.
If you want practical guidance on staying safe, see Electronic Visa Scams: How to Protect Yourself from Fraud.
What to expect after you choose the right page
Choosing the correct entry point (About vs Contact) is step one. Step two is aligning expectations.
- About Us is immediate and self-serve. It should answer broad questions, but it will not resolve a case.
- Contact Us initiates a workflow. Resolution time depends on complexity, the destination authority’s processes, and whether your request is informational vs case-specific.
A practical rule: if the question can be answered by policy (for example, “Do I need an ETA for this trip?”), it’s often faster to use a guide first. If the question is about your application and your data, Contact Us is appropriate.
Next step: pick the right path
- If you’re a traveler and you need a starting point, begin with Need Help With a Visa Application? Start Here, then use Visa Contact Us: Get Instant Support if you need case assistance.
- If you’re a travel business evaluating visa automation, use About Us for context, then reach out through Contact Us when you’re ready to discuss integration (API, white-label, or no-code) and rollout planning.
Getting the right help is rarely about finding “a human.” It’s about getting to the right team with the right information, on the first try.