Support

Before you write

A few things answer most questions faster than we can:

• Search these docs. The search box at the top searches every page.
• Check the Activity tab on the record in question. It records who changed what and when, which resolves most "this looks wrong" questions on the spot.
• Check the Email Log if somebody says they never received something. Usually the address has a typo in it.
• Check the Changelog — if the behaviour changed recently, it is listed there.

Getting in touch

Email [email protected].

What to include

The more of this you send, the fewer rounds it takes:

1. What you were trying to do — in plain terms. "I was trying to send the Rotary Club booking for signature."
2. What happened instead — including the exact wording of any error.
3. Where — the URL of the screen, or the section and record name.
4. Which record — the booking title, invoice number, or renter name. Do not send us passwords.
5. A screenshot. One screenshot is worth several paragraphs.
6. When it happened, if it was not just now.

Urgent

Things that stop you taking money or running an event on the day get priority. Say so in the subject line — "URGENT: gate scanning down" — and include a phone number.

If it is fair week, tell us in the message. We know what fair week is.

Feature requests

Send them. A good number of what is in the product now arrived as somebody describing a problem rather than proposing a feature.

The most useful form is what you are trying to do and what makes it hard today, rather than a specification. That leaves room for a better answer than either of us has thought of.

Requests we have accepted are on the Roadmap.

Data and migrations

Moving a full production database from another system is something we do for you, not something you should re-type. Get in touch before you start, and see the migration notes in Your First Week.

Training

New staff member, new season, new module you have not used before — ask. A half-hour walkthrough of judging mode the week before the fair is time well spent for everybody.