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Submit a Ticket

Can’t find what you need? Open a support ticket so our team can investigate. Tickets are best for bugs, billing issues, account access problems, and security reports.

Where to file

In app: Settings → Help → Contact Support (preferred)
Web: Support Center
Email: [email protected]

Severity levels

S1 – Critical: Cannot access vault / risk of data loss
S2 – Major: Key feature broken or degraded
S3 – Minor: Small bug, question, or UI issue

What to include (checklist)

App version and OS (in-app form auto-includes)
Steps to reproduce + exact error text/code
Timestamps and safe screenshots (no secrets/plaintext)
Billing issues: wallet address or receipt ID (never share private keys)
Optional logs: Settings → Help → Export logs

Response targets

S1: initial triage ASAP (< 4h)
S2: first response < 12–24h
S3: first response < 24h (business days)

Status & updates

Track progress in the Support Center
Outages posted at /status
Escalations move tickets to engineering with priority

Sample ticket template

Subject: S2 – Sync fails on macOS 14.6
App Version: 1.3.2 (macOS)
Steps: 1) Launch  2) Add file  3) Click Sync → error
Expected: File uploads and appears on second device
Actual: “Upload failed: 0x802”
When it happened: 2025-08-02 14:35 UTC
Screenshots: attached (no sensitive data)
Logs: attached
Wallet (billing): 0xABCD... (no private keys)

Security & privacy

Never share master passwords, recovery seeds, or key files. For sensitive attachments, encrypt with our PGP key and send to [email protected].

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