# Contact Support (https://yapl.app/en/docs/troubleshooting/contact-support) # 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](/docs/faq) for common questions - Search the [Troubleshooting](/docs/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](/contact) 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: | Information | Why It Helps | |-------------|--------------| | Email address | We can look up your account | | Description of issue | Understanding what's wrong | | Steps to reproduce | We can investigate | | Screenshots | Visual evidence helps | | Error messages | Exact wording aids diagnosis | | Browser and version | Identifies compatibility issues | | When it started | Helps find root cause | ## 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 | Request Type | Typical Response | |--------------|------------------| | Critical (can't access account) | Within 24 hours | | Standard issues | 1-2 business days | | Complex issues | 2-5 business days | | Feature requests | Logged for review | ### 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 For data issues, avoid making changes until support responds. This preserves evidence and recovery options. ## 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](/forgot-password) without contacting support. ### Account Settings Many changes can be made in [Settings](/settings): - Profile information - Preferences - Notification settings ### Subscription Management Manage your subscription in [Settings > Subscription](/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](/contact) We're here to help you succeed with YAPL.