Getting help: how support works

Before you start

• Note the error reference from any error message, and what you were doing when it happened.

Where to get help

1. Search this help center — press Mod+K in the app or use the search on /help.
2. Signed in: open Help & support in the app to create a ticket. You'll see the full conversation history and get email updates.
3. Not signed in or locked out: use the contact form.

What to include

• What you were trying to do and what happened instead.
• The error reference from any error message.
• Your browser and device. In the app, the support form can attach app version and browser details for you — you see exactly what's included before sending. Screenshots and project snapshots are only attached if you choose to.

Your projects stay private

Support staff can't open your private projects by default. If looking at a project would help, we'll ask for your permission; access is temporary, recorded, and you can revoke it at any time.

Response times

We answer every request as quickly as we can, in order of urgency (for example, "can't access my account" before "how do I change a colour"). We haven't yet published guaranteed response times; we'll only advertise a service level once we can meet it consistently.

Feedback and feature requests

Ideas are welcome! Send them as feedback (not urgent support) from the app or the contact form, so urgent requests stay fast.

Status

Check system status for current incidents and maintenance.