How do support tickets work and how fast will I get a reply?

How to open a ticket

1. Visit /help/get-help
2. Click Submit a ticket
3. Pick a category: Bug, Feature Request, Question, Billing, Other
4. Pick a priority: Low, Medium, High, Urgent — be honest, this affects routing
5. Write a clear subject and description. Include:
   • What you were trying to do
   • What happened instead
   • Steps to reproduce if possible
6. Attach screenshots — they help a lot
7. Submit

How long until a reply?

• Urgent (account locked, payment failure, can't access content you paid for): same business day
• High (active blocker, but workaround possible): 24 hours
• Medium (issue that affects you but not blocking): 24-48 hours
• Low (feature request, minor cosmetic): 3-5 days

Holidays and weekends slow these down.

Where do replies show up?

• Email — sent to your account email
• In-app — Get Help shows all your tickets and admin replies

What gets fast-tracked

• Billing issues (failed payment, refund requests, double-charge)
• Account access (can't log in, archived without reason)
• Content access (paid for something you can't access)

What slows things down

• Vague descriptions ("it's broken") — we'll have to ask follow-ups
• Screenshots not attached when relevant
• Reporting the same issue from multiple emails

Search first

Most "tickets" are answered by an existing Help Center article. Try the search bar at the top of /help before submitting — saves you the wait.