Contact Support

When you need personalized assistance, our support team is here to help.

Before Contacting Support

Save time by trying these steps first:

1. Check the Documentation

• Browse the FAQ for common questions
• Search the Troubleshooting guides
• Use the documentation search bar

2. Try Basic Troubleshooting

• Refresh the page
• Clear browser cache
• Try a different browser
• Check your internet connection

3. Check for Known Issues

• Issues may be temporary during maintenance
• Wait a few minutes and try again
• Check if others report the same issue

When to Contact Support

Do contact support for:

• Account access problems that persist
• Billing and payment issues
• Data that appears corrupted or missing
• Error messages that won't go away
• Security concerns
• Questions not covered in documentation

Don't contact support for:

• Feature requests (use feedback channels)
• Questions answered in documentation
• Issues you haven't tried to troubleshoot
• General product questions (check FAQ)

How to Contact Support

Contact Form

The easiest way to reach us:

1. Go to Contact Support
2. Fill out the form with:
   • Your email address
   • Subject describing your issue
   • Detailed description
3. Submit the form
4. You'll receive a confirmation

What to Include

Help us help you faster by including:

Writing an Effective Support Request

Good Request Example

Subject: Cannot save changes to tasks in Project Alpha

Description: When I try to edit task names in Project Alpha, clicking Save shows a spinner but never completes. The changes disappear when I refresh.

Steps to reproduce:

1. Open Project Alpha > Plan v1
2. Click on any task name
3. Change the name
4. Click Save
5. Spinner appears indefinitely

Environment:

• Chrome 120 on Windows 11
• Started happening yesterday
• Tried clearing cache - didn't help

Screenshot: [attached]

What Makes This Good

• Specific subject line
• Clear description
• Reproducible steps
• Environment details
• What was already tried
• Visual evidence

Poor Request Example

Subject: It's broken

Description: Something isn't working. Please fix it.

Why This Is Ineffective

• Vague subject
• No details about the issue
• No steps to reproduce
• No environment info
• We can't help without more information

Response Times

Expected Timeline

Factors Affecting Response Time

• Support volume
• Issue complexity
• Information provided
• Time of week (weekends may be slower)

After Submitting

What Happens Next

1. You receive a confirmation email
2. Support reviews your request
3. We may ask follow-up questions
4. We provide a solution or next steps
5. Issue is resolved and closed

If You Don't Hear Back

1. Check spam/junk folder
2. Verify email address was correct
3. Submit another request referencing the first
4. Allow adequate response time

Types of Support Issues

Account Issues

Examples:

• Can't log in
• Account locked
• Need to change email
• Account deletion request

Include:

• Email address used
• When issue started
• Error messages

Billing Issues

Examples:

• Charge questions
• Invoice requests
• Subscription changes
• Refund requests

Include:

• Account email
• Invoice number (if applicable)
• Specific charge in question

Technical Issues

Examples:

• Features not working
• Error messages
• Performance problems
• Data not saving

Include:

• Detailed reproduction steps
• Browser and device
• Screenshots/videos
• Error messages

Data Issues

Examples:

• Missing data
• Corrupted content
• Data recovery needs

Include:

• What data is affected
• When it was last correct
• Any actions before issue
• Screenshots of current state

Escalation

If Issue Isn't Resolved

1. Reply to the support thread
2. Provide any new information
3. Explain why the solution didn't work
4. Request escalation if needed

Critical Business Impact

If an issue is critically affecting your business:

1. Note this in your request
2. Explain the business impact
3. Request priority handling

Self-Service Options

Password Reset

Reset your password without contacting support.

Account Settings

Many changes can be made in Settings:

• Profile information
• Preferences
• Notification settings

Subscription Management

Manage your subscription in Settings > Subscription:

• View current plan
• Upgrade/downgrade
• Update payment method
• View invoices

Feedback vs Support

Support Requests

For issues and problems:

• Something isn't working
• Need help with account
• Have billing questions

Product Feedback

For suggestions and ideas:

• Feature requests
• Improvement suggestions
• General feedback

Use feedback forms for suggestions - support focuses on resolving issues.

Support Languages

Support is available in:

• English
• Turkish

Please write in one of these languages for fastest assistance.

Security Concerns

Reporting Security Issues

If you discover a security vulnerability:

1. Do not exploit it
2. Contact support immediately
3. Provide details privately
4. Do not share publicly until resolved

Suspected Account Compromise

If you think your account was compromised:

1. Change your password immediately
2. Contact support
3. Review recent activity
4. Check for unauthorized changes

Contact Support Now

Ready to get help?

Contact Support

We're here to help you succeed with YAPL.