Troubleshooting
How to contact support
Send us a ticket, what to put in it, and how to follow it. We reply by email.
On this page
If the help articles do not answer your question, send us a ticket. A person reads it.
Send a ticket
- Open Contact support.
- Fill in Your name and Your email. We reply to that address.
- Choose what the ticket is about, and write a short Subject.
- Describe what happened in the message box. You can write up to 5,000 characters.
- Press Send to support.
If you came from a help article, the form notes which article it was. That helps us see what was missing.
What to put in the message
- The screen you were on, and the button you pressed.
- The exact message you saw. Copy it word for word.
- What you expected to happen.
- The project name, if the problem is about one project. Do not send passwords.
After you send it
- The page says thanks, and shows a reference such as SC-000123.
- You get an email with the same reference and a private link to your ticket.
- On the ticket page you can read our replies and add your own.
Ticket states
| State | Meaning |
|---|---|
| open | We have not answered yet, or you replied. |
| answered | We replied. It is your turn. |
| resolved | We think it is fixed. A reply from you opens it again. |
| closed | Done. A resolved ticket closes by itself after 7 days without a reply. You cannot reply to a closed ticket, but you can start a new one that links to it. |
If you are signed in to the app
Open the Contact support page on the app, not on this site. We then link the ticket to your account and company, and My tickets shows every ticket you opened.
Limits
To stop spam we accept 5 tickets an hour from one network or one email address. If you hit the limit, reply to a ticket you already have. You cannot attach files yet. Describe the problem, or give a link.
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