Getting help
One place for every question about your account: open a thread, we answer in it, and nothing goes to a mailbox.
On this page
Questions about your account go to Support in the portal. You open a thread, we answer in it, and you get a notice when we do.
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 unpaid invoice, a plan change. The form shows what it attaches before you send. To drop it, go back and open a thread yourself.
Whose turn it is
An open thread is in one of two states, and the list shows 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 sit at the top of the list. Mark a thread resolved when you are done. Replying to a resolved thread reopens it.
Referring to a thread
Every thread has a reference under its subject, like #8C7B2681. Quote it in an email and we go
straight to the conversation. When we change your plan because of a thread, the change in your
activity log links back to it.
What we can see
Only the messages in the thread and whatever the link attached. We do not read your content, and nothing in a support thread is sent to a model.
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
You can have three open threads at once. Resolved threads do not count, so resolving one frees a slot. You can open one new thread every couple of minutes and send ten messages every five.
Screenshots
Paste a screenshot into the box, drag one in, or use Attach an image. This works on the first message and on replies.
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.
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.