Support and contact

If you cannot find what you need in the help docs or Copilot, you can send us a support ticket directly from the app.

How to submit a ticket

1. Go to Account > Support.
2. Pick a category: Bug, Question, Billing, Feature request, or Other.
3. Add a short subject (3-200 characters).
4. Describe your issue in the body (5-8000 characters).
5. Click Send ticket.

Your ticket lands in our system and is forwarded to our support inbox.

Tips for a useful ticket

• Be specific about what happened. "It broke" is hard to action. "I clicked Send Quote on quote #123 and got a red error message saying X" is easy.
• Mention what you expected vs what you got.
• Include steps to reproduce if it is a bug.
• Tell us your browser if something looks visually broken.

What we capture automatically

When you submit a ticket we also capture:

• The page you were on when you hit Submit.
• Your browser user-agent (helps us reproduce browser-specific issues).
• The app version.

You do not need to include any of these manually - they come along automatically.

When you will hear back

We reply by email to the address on your account. Response times depend on the category and severity:

Category	Target first response
Bug blocking work	Same business day
Billing	Within 1 business day
Question	Within 2 business days
Feature request	Within 5 business days (or queued for the roadmap)
Other	Within 3 business days

These are targets, not contractual SLAs. Pro Plus customers and above get priority.

Tracking your tickets

The Support tab also shows a list of your previous tickets and their current status: Open, Pending, Resolved, or Closed.

• Open - we've received it and haven't replied yet.
• Pending - we're waiting on you (we asked a question, you haven't replied).
• Resolved - we believe it's fixed/answered. You can re-open it by replying.
• Closed - final state, no further action expected.

Replying to a ticket via email also works - your reply attaches to the same ticket.

Tickets we open for you automatically

Some events open a support ticket on your behalf so nothing slips:

• Payment dispute (chargeback) - when your bank disputes a charge, we open a payment_dispute ticket. It auto-resolves when the dispute closes.
• Repeated failed payments - after several Stripe retries fail, we open a billing ticket so we can reach out before the account suspends.

You'll see these in your ticket list alongside any tickets you opened manually.

Related

• FAQ - check here first; many common questions are answered.
• Account and security
• Billing - dispute and refund flow.