Getting support
This is where to look before you write in, and exactly how to reach a person when a quick look through this wiki doesn’t answer it.
Search this wiki first
Section titled “Search this wiki first”Use the search box at the top of any page here before writing in — most day-to-day questions about a setting, a screen, or how something behaves already have an article.
Three questions worth asking first
Section titled “Three questions worth asking first”Is it a settings question?
Section titled “Is it a settings question?”Most of what changes how your online estimator or the field app behaves lives in a Settings tab, and most of those tabs have their own article in this wiki. Check Getting started if you’re not sure which group covers it, and confirm you’re looking at the setting you think you are before assuming it’s broken.
Is it a credits question?
Section titled “Is it a credits question?”Open Billing and check the ledger row for the exact action you’re asking about — see How credits work & what consumes them. Rates can be set per account, so the ledger is the only place that reflects what your account is actually charged, and it usually answers a “why did my balance drop” question on its own.
Is it a “nothing arrived” question?
Section titled “Is it a “nothing arrived” question?”If a lead, an email, a text, or a webhook delivery seems to be missing, check Settings → Integrations first. As covered in Email & SMS notifications, a notification silently sends nothing if the matching box isn’t ticked or the field beside it is blank, and a delivery failure never shows up on screen. The leads list itself is the reliable record: if the lead is there, it was captured, whether or not the notification or webhook meant to announce it went through.
How to reach a human
Section titled “How to reach a human”Open your dashboard and click Support in the top bar. Fill in a subject, a priority (Low, Normal, or Urgent), and a description, then submit. Your company and the email you’re signed in with are attached automatically, so you don’t need to repeat them. You’ll see a confirmation once it’s sent, and someone follows up from there.
What to include so the first reply is useful
Section titled “What to include so the first reply is useful”The three questions above cut down on back-and-forth on their own, but for anything you do write in about, cover: what you expected to happen, what happened instead, and when it happened. A specific lead, estimate, or date narrows things down far faster than “it’s not working.”
What to watch out for
Section titled “What to watch out for”The Support button lives in your dashboard’s top bar — the field app itself doesn’t have one. If something comes up while you’re out in the field, loop in whoever signs into your dashboard rather than looking for a support option there.