Troubleshooting: How To Get Support
The best support route depends on one simple question: can you still get into the app? If you can, the in-app support ticket flow is usually the right place to start. If you cannot, the public contact form is the fallback route.
When to use in-app support
Use the in-app support flow when you can still sign in and the issue is tied to a project, version, scenario, export, billing context, workspace, or account state that support may need to inspect.
This route is especially useful when the issue belongs to a specific project or scenario, because the support ticket can be created in the same account context as the problem you are reporting.
Why in-app support is better when you can log in
In-app support is better because it keeps the request tied to the real account context. If the issue relates to a personal project, a Business workspace, a version, or a scenario, that context can matter a lot when support tries to understand the problem.
The backend support flow is built around ticket records, linked context, and visible ticket updates. That means in-app support is not only a message box. It is the proper support path when the account itself is still reachable.
When to use the public contact form
Use the public contact form when you cannot access the app at all. This includes cases where you cannot sign in, cannot receive the email needed to activate or recover the account, or need help before a working login is available.
If the app is available, the in-app support route is usually the better option. If the app is not available, the contact form becomes the right first step.
What to include in your request
Whether you use the in-app support route or the contact form, clear detail helps. Include the email address tied to the account, the exact page or action involved, the wording of any visible error, and whether the issue is personal or linked to a Business workspace.
If the issue is tied to a project or scenario, include that context clearly. If the issue is billing-related, include the billing context and any renewal or cancellation detail visible on the billing page.