Open a support request
Signed-in users open a request under Support in the sidebar, or with Contact support next to an error ID. Choose a topic, write what you tried and what happened, and attach up to three PNG, JPEG, PDF or XML files of up to 5 MiB each. A link from an error or a document adds its error ID or document status, never the invoice contents.
During the free beta, Share feedback on a report or in Usage & billing opens a request with a suggested subject and questions. Tell us whether you completed your task, what was missing and whether you would use the product again. Do not include invoice contents. Nothing is sent until you submit the request. Feedback uses the same private support thread, limits and retention described below.
Follow the reply
Each request has a number such as S-1042 and a status: waiting for support, answered or closed. We reply in the request thread and send an email that only says a reply is waiting. Reply in the thread to continue. Replying within 14 days of closing reopens a request; after that, open a new one. Requests answered without a reply from you close after 14 days.
Limits and retention
You can keep five requests open and send 20 support messages a day. Attachments are stored privately and do not count toward your storage allowance. Closed requests and their attachments are deleted 180 days after closing, and closing your account deletes them immediately.