Getting help

How to reach us, what counts as urgent, and what happens after you ask.

• How to get help, and what counts as an emergency
  Email or call, what to include, our hours, and the short list of things that count as an emergency outside them.
• How to raise a support request that gets fixed fast
  What to put in your email or call so we can start work straight away, how to follow up, and how to tell us when it is urgent.
• Taking a screenshot to show us the problem
  A picture of the error saves a lot of back-and-forth. How to capture your screen on Windows, Mac, iPhone and Android.
• Five things to try before you call
  Simple checks that fix a surprising number of everyday problems, and when to stop trying and contact us instead.
• What happens after you send us a request
  The life of a support request from the moment it arrives to the moment it is closed, and where you can see it all afterwards.
• Who looks after you when your usual contact is away
  A small team of technicians covers remote support when our founder is away. How that works and what stays the same for you.