How to contact support
There are two ways to reach us, and which one you can use depends on whether you can sign in.
If you can sign in
Open Support in the top bar, or use the "this didn't help" link at the end of any help article — that one carries the article's name with your request, so we know what you had already read.
You can attach up to three files of 5 MB each: a screenshot, a PDF, a log. Images, PDF, plain text and log files go through; anything else is refused with the reason.
If you cannot sign in
That is the case this page exists for — a broken login, an agent that will not connect, an account you no longer have access to. Use the form at /support/new. It asks for an email address and what happened, and nothing else.
Files cannot be attached this way. If you need to send a screenshot or a log, create an account first and write from there.
The confirmation link
After you send the form we email you a link. Until you open it, nobody sees your request — not support, not anyone. That is deliberate: it is what keeps the public form from becoming a channel for whatever a script feels like typing, without putting a puzzle in front of you.
Open the link and two things happen at once: your request goes to our support team, and you land on the page where the conversation lives. Keep that link — it is how you read the reply and answer it.
The link is good for seven days. A request nobody confirms in that time is deleted on its own, and you can simply send another.
What happens next
We answer by email, and the reply appears in the conversation. One thing worth knowing: support never asks for your password or your encryption key, and no answer from us will ever contain a request for either. If a message claiming to be from us asks, it is not from us.
Conversations you started with an account are kept as your record of what you have reported. Requests sent from the public form are kept for a hundred and eighty days after they are closed, then removed — there is no account for them to belong to.
Updated 2026-08-26