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If you have any issues with a Deskpass User, we are here to help. Follow our suggestions to address the problem and submit a report to Deskpass.
The Deskpass Rules & Guidelines were created to protect our community and to ensure all parties have a good experience, and we take breaches to these policies very seriously.
Deskpass users are required to follow your House Rules at all times while they are on-site. These rules are outlined in our Terms of Service, which are provided to users during the registration process and can also be found on our app.
Steps To Take Prior To Submitting an Issue Report:
1.) Document the issue in detail. If possible, take photos or video in the case of damages to property, or violation of security protocols.
2.) Kindly inform the Deskpass User directly that they are not adhering to your onsite rules or policies, so they are fully aware of your expectations.
Your staff can, and should handle any issues that arise the same way you would with normal users of your space.
3.) Instruct the Deskpass User to contact Deskpass directly with any Deskpass-related questions or technical issues, and our team will be happy to assist. Users can contact our support team immediately during business hours via live chat or by email at: support@deskpass.com.
A reminder that for security reasons, you should not allow anyone into your space without confirming they have a Deskpass reservation already created and confirmed by your team. You can view current reservations in your Deskpass Space Dashboard.
Submitting an Issue Report:
If a Deskpass User continues to breach to your onsite rules or policies, after being addressed by your team, we ask that you submit an official Incident Report with Deskpass.
A completed report is required for proper documentation, and will allow for next steps.
1.) Complete all information required and submit.
2.) Once the report has been submitted, it will be reviewed internally by our Support Team and Workspace Partnerships Team. Your issue will be documented and filed internally.
3.) Within 1 to 2 business days, a member of the Deskpass Team will contact you directly to discuss resolutions. If necessary, the Deskpass User will be contacted [and if applicable blocked.]
Please know that the Deskpass Team will not hesitate to terminate a Deskpass User’s account if their conduct is deemed unlawful, unethical, harassing, endangering, or otherwise against our user rules and guidelines.