Getting help
Every question about your account has one place: Support in the portal. You open a thread, we answer in it, and you get a notice when we do. Nothing goes to a mailbox nobody in the product can see.
Opening a thread
Support sits in your sidebar. Pick what the question is about, give it a subject we can scan, and say what happened: what you did, what you expected, and what happened instead.
Some links open the form already filled. A failing origin check, an invoice you cannot pay, a plan you want to move to: each one attaches what it already knows, and shows you what it is attaching before you send. You can delete any of it by going back and opening a thread yourself.
Whose turn it is
A thread is always in one of two live states, and the list says which:
- We are on it means the answer is ours to write.
- Your turn means we have replied and are waiting on you.
Threads waiting on you are lifted to the top of the list. When a question is settled, mark it resolved. If it turns out not to be, reply and the thread reopens.
What we can see
Only the messages in the thread, plus whatever the link attached. We do not read your content, and nothing in a support thread reaches a model: there is no draft assistance, no summarising and no triage model anywhere near this surface.
A thread opened from your site's dashboard belongs to your account, so a colleague on the same account can pick it up when you are away. A thread opened from the author or buyer side is yours alone, and the sites you write for never see it.
Limits
Three open threads at once. That is not a quota on how much help you can ask for: resolved threads do not count, so finish one and the slot comes back. One new thread every couple of minutes, and ten messages every five.
Screenshots
Paste one straight into the box. A screenshot is already on your clipboard when you take it, so there is nothing to save and nothing to find in a file dialog. You can drag one in, or use Attach an image, and you can do it on the first message as well as on a reply.
Images only, up to three per message and 5 MB each. Click one in a thread to see it full size, and use the arrow keys to move through every image in the conversation.
Images only is deliberate. Anything else is a file somebody has to download and open with something, and we would rather look at what you sent than save it.
When there is no account
If you have not signed up, or you are reporting a security issue, write to the address on our security page. That is what it is for, and it is read.