What happens after you get in touch
When to expect a reply, what we may ask for, and how to help it go quickly.
Your message becomes a ticket
Sending the form from the Support Center opens a real ticket with our team — it is not a message into a void, and it does not go to an automated reply that closes itself.
The topic you chose decides who picks it up, which is why it is worth thirty seconds: billing questions go to people who can see billing, technical ones to people who can look at logs.
When to expect a reply
Within 24 hours. Often sooner, and a straightforward question with everything included is usually answered first time.
The reply comes by email, to the address on your account. If nothing arrives, check spam before assuming you have been forgotten.
What we may ask for
Usually because it was not in the first message:
- The exact wording of a message on screen.
- When it happened, and whether it ever worked.
- Where — browser and version, or the phone app.
- Whether it also fails in a private window, on another browser, or another device.
- A Payment ID, for anything about a charge.
- A screenshot.
Answering those in the first message is the single biggest thing you can do to make it quick. Each round trip is a day. Talk to a person has the full list.
What we will never ask for
Your password. Not ever, for any reason. Nor a full card number, nor a two-step verification code.
Anyone asking you for those is not us. If you receive such a request, do not answer it and report it.
While you wait
Five checks that fix most things resolves a fair share of what gets reported, and the answer to the last one — whether it fails on another device too — is useful to us either way.
If the situation changes before we reply, say so on the same ticket rather than opening another; two tickets on one problem is slower, not faster.
If it is urgent
Say so, and say why, in the message itself. Something blocking your work entirely, or anything that looks like unauthorised access to your account, is treated differently from a question about how a feature works — but only if we can tell which it is.
For a suspected account compromise, do not wait for us: the four steps stop it in progress and take five minutes.