Support tickets are for anything that isn't working, or anything you're not sure how to do. Because you open them signed in, our team sees which website you mean straight away.
- In your dashboard, open Support and choose New ticket.
- Give it a short subject, choose what it's about and how urgent it is.
- Describe what happened. Add screenshots or photos: you can paste a screenshot straight into the box.
- Add teammates who should hear about the replies, if you like, and press Send to our team.
- We reply on the ticket and by email. Reply from the ticket page so the whole conversation stays together.
- Urgent tickets (your website is down or wrong for visitors) get a first reply within 2 hours; high within 8 hours; normal within a working day.
- When our team replies, the ticket waits for you. If we don't hear back for a week, it's marked as solved.
- A solved ticket opens again if you reply within a week. After that it closes, and you can open a follow-up that links back to it.
- Billing tickets are only seen by your church's owner and the people on the ticket.
Ideas for new features and requests for paid work (a custom design, a done-for-you setup) go in Ideas & paid work instead.
Still need help? Signed in, open a support ticket. Otherwise, write to us.