Contacting support
Send PIToolkit support a request from inside the product, what support can and can't read, and what to include so we can help.
On this page
How to reach us
Open your account menu and choose Support, or go to Settings, section Help & audit log, and choose Contact support. The page is headed How can we help?
- Under What do you need help with?, choose Something is not working, Billing or plan or Account access.
- Add a Short summary and describe What happened?
- Choose Review request, check it, then Send request.
Our replies appear on the same page under Your requests, and you’re notified when one arrives. You can have up to 10 requests open at once.
Portal clients don’t have a support page; if you’re a client, contact your investigator.
What support can read
Support requests aren’t encrypted. PIToolkit support can read what you write there. It’s the only part of the product they can read. So:
- Don’t include case details: no client or subject names, addresses or evidence.
- Never include your password, recovery key or a two-factor code. We’ll never ask for them.
What helps us help you
- What you were doing, and what you expected to happen
- The exact wording of any message you saw
- Your browser and its version
- Roughly when it happened
What support can’t do
Support can’t read your cases, reset your password, recovery key or second factor, or sign in as you. For those situations, see Your recovery kit and Two-factor authentication.