Help for Customers and Engineers using the FindGeeks app
We aim to reply within 2 business days (Hong Kong time, Mon–Fri, excluding HK public holidays).
To help us resolve your issue faster, please include: your registered phone number or email, the Job ID or transaction ID, the date and time, and a screenshot if available.
Open the FindGeeks app, tap Register, enter your Hong Kong mobile phone number to receive an SMS verification code, then set your name. You can choose to register as a Customer (request IT services) or apply as an Engineer (perform IT services).
Check that your phone number is correct (including the +852 country code), then tap Resend. If the problem continues, wait a few minutes before trying again, or contact support. Some virtual phone numbers do not receive Hong Kong SMS reliably.
During registration choose Engineer and submit your qualification documents (e.g. HKIE certification, vendor certs, CV). Our admin team reviews applications within 5 business days. You'll receive a push notification when your application is approved or if we need additional information.
Currently the FindGeeks app launches in English. Multi-language support (Traditional Chinese, Simplified Chinese) is on our roadmap.
Tap the + New Job button on the home screen. Choose a category (PC repair, network setup, etc.), describe the issue, attach a photo if helpful, set your address, and submit. The price for the chosen tier is shown before you submit, and is locked in once your Job is created.
Each service category is priced at one of three tiers: BASIC (HK$200, ~1 hour), STANDARD (HK$400, ~2 hours), or EXPERT (HK$600, ~3 hours). The minutes are guidance only — billing is based on the fixed tier price, not actual time spent. Mid-Job extras (parts, unexpected complexity) are added separately and require your approval.
Once you submit a Job, it appears in the available-jobs feed for nearby qualified Engineers. The first Engineer to accept gets the Job. You'll receive a push notification when an Engineer accepts.
Yes — once an Engineer accepts and starts travelling, you can see their live location on the Job detail screen. Live tracking ends when the Job is marked complete.
Engineers can add line items (extras) for parts or unexpected work during a Job. Each extra appears as a notification on your phone with the description, amount, and a photo (for items above a small threshold). Tap Approve to authorise it, or Reject with a reason. Each extra requires your individual approval — we never auto-charge "all extras at once".
Contact findgeeks@profexint.com immediately. Our team can revert the approval if the Job has not been marked complete yet.
You have 48 hours to either confirm or open a dispute via the App. After 48 hours with no response, the Job is automatically confirmed and funds are released to the Engineer. You'll receive a push notification when the Job is ready for your confirmation.
On the Job detail screen, tap Report an issue. Choose the issue category (work quality, damage, billing, etc.) and describe what went wrong. Attach photos if helpful. Disputes are accepted any time during the "pending confirmation" window, and within 7 days of completion. Our admin team reviews disputes within 2 business days.
Open the Engineer's profile, tap View more on the Reviews section, then tap the flag icon on the review you want to report. Choose a reason (harassment, profanity, spam, misinformation, irrelevant, or other) and submit. The review is hidden from public listings immediately while our moderation team investigates. We aim to act on reports within 24 hours.
Open the Engineer's profile screen and tap the ban icon in the top-right of the header. Confirm in the prompt. Blocked Engineers will not appear in your search results, recommendations, or matched-job pushes. To unblock, return to the same profile and tap the (now red) ban icon, then confirm.
Open the relevant Job from your Jobs History, scroll to the Customer rating section, and tap the flag icon next to the section header. Choose a reason and submit. The review is hidden from your public profile pending moderation review. If a review is later reinstated, you can also dispute the rating itself by emailing findgeeks@profexint.com.
FindGeeks has zero tolerance for objectionable content. This includes content that is defamatory, harassing, hateful, threatening, sexually explicit, discriminatory based on protected characteristics, glorifies violence, promotes illegal activity, or contains private personal information of another person without consent. See our Terms & Conditions §9 for the full policy.
Go to Profile → Payment, tap Top Up, choose an amount, and complete payment with your card on the secure BBMSL hosted checkout page. Funds are credited to your Wallet immediately after the payment succeeds.
From time to time we may temporarily disable the wallet top-up flow — for example during scheduled maintenance with our payment provider, or if we're rotating to an updated checkout integration. When this happens you'll see a small note under the balance: "Wallet top-up is temporarily unavailable. We're working to restore it shortly — please try again later." All other features (booking jobs with existing balance, viewing history, etc.) continue to work normally. If it's been more than a day, contact findgeeks@profexint.com.
Pull to refresh the Wallet screen — usually the credit appears within seconds. If it still hasn't arrived after a few minutes, contact support with the transaction reference number — do not retry the top-up, this would charge you twice.
Go to Profile → Payment → Transactions. Each row shows the type (top-up, hold, settle, refund, withdrawal), amount, date, and the related Job (if applicable).
See our Refund Policy for full details. In short: refunds for Job-related issues go back to your FindGeeks Wallet (not your card). Top-up funds are non-refundable to the original payment method except where required by law.
When a Customer confirms a Job (or it auto-confirms after 48h), the Job amount minus the platform commission is credited to your FindGeeks Wallet. You can see the balance under Profile → Wallet.
Open Profile → Withdraw to bank. Pick your bank from the list (or "Other" for banks not shown — enter the 3-digit HKICL clearing code yourself), enter the amount and your account holder name + account number. Minimum HK$100, maximum HK$10,000 per request, max HK$20,000 per day, max 5 requests per day. Withdrawals are processed within 48 hours during HK business days. Your bank details are remembered for next time so you don't need to re-enter them on subsequent withdrawals (you can still edit any field before submitting).
Open Profile → Withdrawal history. Each row shows the amount, date, destination summary, and current status (Awaiting admin → Processing → Sent, or Declined / Cancelled). You'll also receive a push notification when the status changes. While a request is still "Awaiting admin", you can tap it and Cancel — funds go straight back to your Wallet.
This usually means our admin team has begun the bank transfer. If it has been more than 48 business hours, contact findgeeks@profexint.com with your withdrawal request ID and we will check with our banking partner.
The full amount (plus any fee) has been refunded to your Wallet. Common reasons: incorrect account number, account name mismatch, account closed. Correct your bank details and submit a new withdrawal request.
Go to Profile → Personal Information. If you can no longer access your registered phone number, contact findgeeks@profexint.com with proof of identity so we can verify the account.
See our Delete Account page. The account is deactivated immediately and permanently deleted within 30 days. Engineers should withdraw any remaining wallet balance first.
On the sign-in screen, tap Forgot Password and follow the SMS verification prompts to set a new password.
Check that location permission is granted in your device Settings: iOS Settings → FindGeeks → Location → While Using App; Android Settings → Apps → FindGeeks → Permissions → Location → Allow. Then close and reopen the app.
Force-close the app and reopen it. If it keeps happening, check that you're on the latest version in the App Store / Google Play. If the problem persists, contact support with your device model and OS version.
iOS: Settings → Notifications → FindGeeks → Allow Notifications. Android: Settings → Apps → FindGeeks → Notifications → On. Notifications are used for Job-status updates, Engineer arrival, payment confirmations, and disputes.
Grant camera permission in your device Settings (iOS: Settings → FindGeeks → Camera; Android: Settings → Apps → FindGeeks → Permissions → Camera). If permission is already granted, close and reopen the app.