Support

The Support drawer holds your account's conversations with the sourcesignal team. It opens from the account menu on every page of the app, and every reply also reaches your email inbox, so nothing waits on the app being open.

Most people open it at one of two moments: when they have a question, and when a screen in the app shows an error. This page covers both, from how to reach the team to what each error screen means and what to do on it.

How to reach support

• From any page in the app. Open the account menu (the circle with your initial, top right) and choose "Support". When a reply is waiting, a small dot sits on the circle and the menu item shows how many are new.
• From a problem the app has already found. A failing tracking feed shows "Contact support" beside "Retry" or "Open settings". The screen a hidden or paused account sees has "Contact support" too, and so does the setup wizard's account menu.
• From a Spot thread. Press "Talk to a person" at the foot of the thread. The thread is attached to your request for the team to read.
• By email. Write to contact@sourcesignal.ai when you cannot sign in, or when you prefer email. It reaches the same people as the drawer.
• Privacy and security. Privacy requests and vulnerability reports go to hello@sourcesignal.ai. See Security and privacy.

Start a conversation

1. Open the Support drawer and press "New conversation".
2. Under "What is it about?", pick "Question", "Something's wrong", "Billing" or "Idea".
3. Write a "Subject" and a "Message". To add a screenshot or a file, use the paperclip, or drop or paste the file into the message.
4. Press "Send to support", or press Ctrl+Enter (Cmd+Enter on a Mac). You see "Sent. We'll reply here and by email."

When you start from a failing feed, the subject already names the project, and the drawer says the failing import, the report it came from and how long it has been failing are attached. Your own note is optional. See The answer feed and data updates for what a feed failure is.

What to include

A few details help the team find the problem on the first read:

• The project and the screen you were on, named the way the app names it.
• What you did, what you expected, and what happened instead.
• The ref code, if an error screen showed one. Copy it exactly.
• A screenshot, when the problem is something you can see.
• When it started, and whether it happens every time.

Never paste a password, an Ahrefs API token or an agent token's secret into a message.

Support by plan

The pricing page lists the support each plan includes:

See Plans and limits for everything else a plan includes, or compare them on pricing.

Follow a conversation

• The drawer's header shows how quickly the team usually replies, based on recent conversations. Until there is enough history, it reads "Replies land here and in your inbox, usually the same working day."
• "Open" and "Resolved" switch between live and answered conversations. Each row shows its topic and the last line written.
• "Your turn" marks a conversation where the team wrote last. "Seen" appears under your newest message once the team has opened it.
• Every reply also arrives by email, with a link that opens the conversation in the drawer.
• To close a conversation yourself, open the "Conversation actions" menu and choose "Mark as solved". The same menu has "Email us instead".
• When the team resolves a conversation, you can rate the answer "Great", "Okay" or "Poor", with an optional note. Writing again in a resolved conversation reopens it.

Error and not-found screens

Inside the app, a page that cannot open never leaves you on a blank error. Spot looks confused, the screen says in plain words what happened, and in almost every case the navigation, the project switcher and the account menu stay in place. Most of these screens also tell you that nothing you did was lost.

On Outreach, the "This page didn't load." screen also says your last action was saved and offers "Back to Sequences". If it repeats there, open the sequence from Opportunities.

To restore an archived project, open the project switcher, choose "Manage projects…" and press "Restore" on the project. Its links work again.

Share links and free report links live on the public site, outside the app. A share link that was revoked or has expired lands on the public site's page-not-found, which has no app navigation. Start again from the home page or from the free report.

When a page keeps failing

1. Press "Try again". The page reloads from the server, and a temporary fault clears.
2. If the same screen comes back, copy the short code under the message. It reads "ref" followed by the code.
3. Open the account menu, choose "Support" and start a conversation about "Something's wrong".
4. Say what you were doing and paste the ref into the message.
5. Carry on elsewhere while the team looks. "All projects" takes you to a page that works.

Limits

Good to know

• A half-typed message is kept in this browser and comes back the next time you open the drawer. Signing out clears it.
• People on your account and the sourcesignal team see your conversations. A conversation about one project shows only to the people who can open that project. Files you attach are stored privately and open through short-lived links.
• If the drawer ever says support chat isn't switched on, it offers an "Email contact@sourcesignal.ai" button instead. It reaches exactly the same people.
• A hidden or paused account keeps Support open, along with Settings, your profile and the data download. See Trial and billing.
• Some screens send you to support because the team makes the change: moving billing to another currency, changing a plan the team manages for you, and getting the rest of a data download that was cut at 50,000 rows. See Your data.