Getting Support

Support lives inside the app. Open the chat bubble in the bottom-right corner of any page after you sign in. Every conversation is a ticket: it keeps the full history, tells you where things stand, and emails you when we answer.

Opening a ticket

1. Click the bubble, then New Ticket.
2. Give it a subject, pick a category, and choose how urgent it is:
   • Low — a question or a suggestion.
   • Normal — something is not right, but you can keep working.
   • High — you are blocked, or a charge or your account looks wrong.
3. Describe the problem. Line breaks and links are kept.

You get a confirmation email with the ticket number. We reply within 24 hours on business days. Urgent problems are looked at first.

Tip

You can have up to five open tickets at once. If you have more to add to an existing problem, reply on that ticket instead of opening a new one — it keeps everything in one place and gets to the same person.

What the status means

Status	Meaning
Open / Waiting for support	Your message is in our queue.
Your reply needed	We asked you something and are waiting for your answer.
Resolved	We think it is fixed. Reply if it is not — the ticket reopens automatically.
Closed	The conversation has ended. You can reopen it within 7 days, or start a follow-up.

Replies and notifications

• Each reply from our team is emailed to you with the full text. The unread badge on the chat bubble stays until you open the ticket, on every device.
• Replies you send by email are read by our team, but they do not appear in the ticket. Use the link in the email, or the chat bubble, to keep the conversation in one place.
• If a ticket is waiting on you for a few days, we send a reminder. If we still do not hear back, the ticket closes on its own — with a warning email two days before. Replying at any point keeps it open.

Reopening and follow-ups

• Resolved tickets reopen the moment you reply.
• Closed tickets can be reopened from the chat within 7 days. After that, use Start a follow-up: it opens a new ticket linked to the old one, so our team sees the earlier conversation.

Rating an answer

The email you get when a ticket is resolved has two buttons: Yes and Not really. One click tells us whether the answer helped. If it did not, reply in the ticket and it goes straight back to our team.

Changed your email address?

Your existing tickets stay reachable while the new address is being verified. Opening a new ticket waits until you confirm the new address.