Getting help

Help & support is a panel that opens over the page you are on, so you can ask a question or report a problem without losing your place. Close it and you are back where you were.

Open Help & support

Use any of these:

Select Help & support at the bottom of the sidebar, above your profile.
Open the command palette and search for "support" or "help".
On the Limited access page, select Help & support.

Then choose what you need.

Request types

Choice	Use it for
Report a problem	Something is not working the way it should.
How do I...	Questions about workflows, hosts or deployments. Most of these are answered in the documentation.
Billing	Plans, invoices and payment.
Suggest a feature	Something you would like Deploy to do.
Account and access	Sign-in, two-factor authentication, single sign-on and invitations.

Each one opens a short form. Write a subject and the details, then send it.

If you close the panel before sending, what you typed is kept. Open the same request type again and it is still there. Select Discard to clear it and start over.

If a partner manages your organization, they handle its subscription. A billing question sends you to the organization that manages your account instead of opening a request. If something in Deploy is not working, you can still report a problem.

Report an error from the message itself

When Deploy shows you an error, look for Report this on the message. It opens a problem report with the error already filled in, so you do not have to copy anything.

What a problem report sends

A problem report includes technical details that help us find the cause. Before you send, select What we'll send with your report to see exactly what is included:

The page you were on, with ids and tokens removed from the address.
The Deploy version, your browser and language, and the size of your window.
The name and message of the error, if you reported one from an error message, and a trimmed stack trace.
The IDs of recent requests that failed. We use them to find the matching entries in our logs.

To keep device details private, select Leave out device and browser details. That drops the version, browser, language, window size and stack trace. The error message and request IDs are still sent, because without them we usually cannot investigate.

The other request types send much less: only the page, the Deploy version, your browser and your language.

Add a screenshot or image

Every request form takes one image: a screenshot on a problem report, an attachment on the others. Paste it, drop it onto the panel or choose a file. PNG, JPEG and WebP images up to 3 MB are accepted. Check the image for anything you do not want us to see before you send it.

What happens next

You see a ticket number when the request is sent. Replies come to your account email, so watch that inbox. You can answer by replying to the email.

If sending fails, your text stays in the panel and the message says why. A connection or server problem is usually worth another try. If you have sent several requests in the last hour, wait a while before sending more. Either way, you can select Copy details and email them to support@coldsea.io instead.

Help & support needs you to be signed in. If you are locked out, use Contact support on the sign-in page, or email support@coldsea.io. For what the sign-in messages mean, see Sign-in problems.