---
title: Emergency Issues and Escalation
description: "This article explains how to handle urgent issues and the correct way to escalate time-sensitive problems on the Loadlink platform. ### What Qualifies as an Emergency The following are considered urgent: - Platform outage (cannot log in or access dashboard)…"
url: "https://www.loadlinkconnect.com.au/help/emergency-issues-and-escalation/"
updated: "2026-01-04"
category: "Contact & Support"
---

# Emergency Issues and Escalation

This article explains how to handle urgent issues and the correct way to escalate time-sensitive problems on the Loadlink platform.

### What Qualifies as an Emergency

The following are considered urgent:

- Platform outage (cannot log in or access dashboard)
- Booking or load listing failure during a confirmed job
- Payment failure affecting an active booking
- Critical API errors for online store integrations (Shopify or WooCommerce)

### How to Escalate

If your issue is urgent and during business hours:

- **Call immediately**: 07 5518 8894
- Clearly state the issue is urgent when calling or emailing
- Include your account email, a description of the issue, and any reference numbers

### Outside Business Hours

Loadlink does not offer 24/7 support. If an issue occurs outside business hours:

- Send an email to info@loadlinkconnect.com.au with full details
- Your request will be reviewed on the next business day
- For non-critical issues, please use the Help Centre or wait for regular support hours