The one place to send it
Email [email protected]. That address opens a ticket in our shared support inbox, which the whole team can see. You will get an automatic confirmation with a reference number straight away.
Please avoid sending support requests by direct message, text, or to an individual team member’s personal email. Those can sit unseen if that person is on leave, and they are not tracked.
What to include
The more of this you can give us up front, the faster we can fix it.
- Which website or account the issue relates to (some clients have more than one with us).
- What you were trying to do and what happened instead.
- The page URL where you saw the problem.
- A screenshot or screen recording. A short video is gold for anything intermittent.
- The exact wording of any error message.
- Device and browser (for example, iPhone Safari, Windows Chrome).
- Who else is affected: just you, your whole team, or your customers.
- Best contact number if it is urgent.
What happens next
- Your request is logged and assigned to the right person on our team.
- We reply within our support hours, Monday to Friday, 7am to 6pm AEST.
- Requests received outside those hours are picked up the next business morning.
- If something is genuinely urgent, such as your site being offline or checkout being broken, put URGENT in the subject line.
Keep replying on the same email
Replying to the confirmation email keeps everything on one ticket. Starting a new email creates a second ticket, which slows things down.