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Contact Support
Need help with bervice? We’re here for account, billing, installation, and security questions. Submit a ticket in-app or use the channels below.
Fastest way (recommended)
- In app: Settings → Help → Contact Support (auto-adds version & OS)
- Support Center (guides & tickets)
- [email protected] — general help
- [email protected] — security & vulnerability reports
What to include
- App version + OS version (auto-added via in-app form)
- Steps to reproduce, expected vs. actual result
- Timestamps & screenshots (ensure no secrets/plaintext)
- Billing: wallet address or receipt ID (never share private keys)
- Logs (optional): Settings → Help → Export logs
Response targets
- Standard: < 24h (business days)
- Priority (active outage): < 4h
- Security triage: 24–48h
Severity levels
- S1: Cannot access vault / data loss risk
- S2: Major feature broken / degraded
- S3: Minor issue / question
Status updates
- Track tickets in the Support Center
- Live incidents: /status
Safe data sharing
Never share master passwords, recovery seeds, key files, or plaintext items. If needed, encrypt sensitive attachments with our PGP key.
Support workflow
- Submit ticket (in-app or web)
- Receive acknowledgment & ticket ID
- Triage by severity → troubleshooting steps
- Resolution or escalation to engineering
- Post-mortem/patch (if applicable) shared in the ticket