Help & support
Stuck? Let's take a look.
Can't sign in, something stopped working, a charge you don't recognise, an idea you'd like us to build — tell us what's going on and we'll take it from there.
Start here
Start with what's actually happening.
Pick the closest one and tell us in your own words. That's all we need to get started.
Just forgotten your password? You can reset that yourself in a minute. Reset your password
Before you write
A few details and we can usually sort it in one reply.
You don't have to write much. These are the things that save a round of questions going back and forth.
- A one-line summary in the subject, and the details in the message.
- The email address you sign in with, if you have an account.
- What you expected to happen, and what happened instead.
- When it started, and whether it has ever worked.
- Anything that shows it — a screenshot, a PDF or a text file, up to 5 at a time and 10 MB each. The form on this site is text only, so send those with your first reply.
Without an account
No account? It still becomes a conversation.
Write from this site and we email you a private link to the conversation you just started. Open it to read our reply and answer straight back — no password, nothing to install.
- You get a reference as soon as you send it, so you can always point us at the right conversation.
- The link works for 14 days, and a fresh one comes with every reply.
- Send your screenshots and files with your first reply on the link.
Every time
What you can count on.
Whatever you write about, and whichever way you reach us.
- One conversation per thing you asked about, with both sides and every file in order.
- If something is going to take a while, we tell you rather than going quiet.
- You get an email when we reply, and you can answer straight from it.
- You can come back to a conversation whenever you like and pick it up where you left off.
While you wait
You always know where it stands.
One label at the top of your conversation, in plain words, so you never have to guess.
We have this and we'll reply here and by email.
We've replied — write back whenever you're ready.
We think this one's sorted. Write back if it isn't.
The product
Where the product is explained.
Some questions have a page that answers them properly. For anything they don't cover, just ask us.
Questions people ask
No. The contact form opens a real conversation and we email you a private link to it. The link works for 14 days, is refreshed every time we reply, and stops working once the conversation is closed.
We don't publish a response time. We pick conversations up as quickly as we can, and if something is going to take a while, we say so rather than going quiet.
It probably isn't switched on. Open Tools under the message box and turn the app, area, or single action back on — the change applies to your next message. Choose "Also use this for new chats" to keep it. Keeping fewer tools on makes every answer faster and cheaper, which is why the starting set is deliberately small.
If the answer used your own documents, they're listed under it — each document once, however many times it was quoted. Open one to see the exact wording behind the answer and the section and page it sits on, then open the document itself at that page. A document Dewiride read before pages arrived opens without one until it next changes and is read again.
Yes — from the Help Center once you're signed in, up to 5 files of 10 MB each on a message: screenshots, PDFs and text files. The form on this site is text only, so send files in your first reply on the private link we email you.
Either way works. Pick the feature-request topic above and it opens a conversation with us. Or, from inside the app, rate what you're using and leave a note — that goes straight to the team, and nobody replies to it.
Our support team, while they're working on it. It's never shown to another customer. Your messages, our notes and your file names are encrypted where we keep them — subject lines are not, so keep anything sensitive in the message itself. A conversation opened without an account is deleted 180 days after it closes, and one opened from your account goes when your account does. Our security page has the full picture.
No. There's no library of articles here, and nothing on this page pretends there is. The pages above explain how the product works, and for anything they don't cover, just ask us.
Tell us what's going on.
One message is enough to start. You can add the details once we're talking.
No account needed.