Account & team
Get help
Ask Lenexa, use Report a problem in Settings, or email [email protected]. What each one is for and what to include so we can help faster.
Published Updated
How do I get help when something goes wrong?
It depends on the problem. For how to do something in your Studio, ask Lenexa first; she can usually do it for you. If something is broken, open Settings and use Report a problem, which sends us your recent messages along with your note. For billing, access or anything else, email [email protected] and a person will answer. Never send passwords to anyone, including us.
Pick the right door
| You want to | Use |
|---|---|
| Know how to do something, or get it done | Ask Lenexa in your Studio |
| Tell us something is broken | Report a problem in Settings |
| Sort out billing, sign-in or access | Email [email protected] |
Report a problem
Open Settings
Click your initial at the bottom of the left rail. On a phone it's under Help.
Choose Report a problem
Write what happened in What happened? (optional). Add a screenshot with Add screenshot (optional) if it helps.
Send
Press Send. Your report includes your last 20 messages, the crew member you were talking to and your Studio's version, so you don't need to explain the background.
Emailing support
Write to [email protected] from your account's email. To help us find your Studio, open Settings, go to About, press Copy details and paste them into the email.
Never send a password
We will never ask for one. Hosting logins belong in the secure login card or Connections in your Studio, and nowhere else.
Before you write
- A card is stuck? Check what "Needs you" means; it may be waiting on you.
- Work paused? You may be out of credits. See what a credit buys.
- Can't sign in? See Open my Studio.