Getting help
Four ways to reach us. Each goes to a real engineer.
We don't use chatbots and we don't have a tier-1 outsourcing desk. Every conversation is with someone who could fix the problem themselves.
Live chat — fastest
Click the chat bubble in the corner of any page. We staff it during business hours (US Eastern), with on-call coverage overnight + on weekends for urgent issues.
Typical first-response: under 2 minutes during business hours, a few minutes off-hours.
Phone — toll-free
+1 (877) 357-8926. Pick it up if it's easier than typing. Same people on the other end.
Tickets — for the paper trail
/dashboard/tickets → New ticket. Use this for:
- Billing questions / disputes
- Account changes that need approval
- Long-running issues you'll want to reference later
- Anything you want a record of
Tickets get logged, tracked, never fall through the cracks. We respond within an hour during business hours.
You can also open a ticket without logging in at /support — we verify via email before exposing the thread.
Knowledge base — for the impatient
Most common questions have an answer here already. Search before asking — we won't judge. The search box at the top of /knowledgebase hits every article.
What to include
For technical issues, the more context the better:
- The service/domain/product affected
- What you did and what happened
- Exact error message (copy/paste, not paraphrased)
- Screenshot if relevant
- Browser + OS if it's a UI issue
You can paste tracebacks, logs, code — we'd rather have too much context than too little.
What we won't do over chat/phone
- Account ownership changes (open a ticket; we need to verify identity)
- Refunds outside the normal policy (ticket)
- Anything that touches your password / 2FA / API tokens — we'll ask you to do it from your dashboard, never read those values out
After-hours emergencies
If your prod is down + it's 3am: open a ticket marked Urgent. On-call engineer gets paged. Use the Urgent flag responsibly — "my dev server is slow" doesn't pull someone out of bed.