Getting help — support tickets

Reach us anytime from Support in the header.

Filing a ticket

Fill out subject, category (Bug / Billing / Feature request / General), and message. On submit the app silently attaches your platform (web or mobile), current URL, app version, and plan so we can triage without asking. That context is admin-only — we don't share it.

You'll get an auto-response email with your ticket ID (e.g. TCK-3391). A real human replies within our promised SLA (48 hours default; Pro/Scale get faster response times per your plan).

Following up

Your tickets on the same Support screen lists everything you've ever filed. Statuses:

• Open — filed, waiting for first admin reply
• In progress — admin is working on it
• Waiting on you — admin asked for more information; we won't

proceed until you reply

• Resolved — admin closed it; reply to reopen
• Closed — you closed it yourself

Any reply to a resolved ticket reopens it automatically.

What happens when you email support directly

Email replies to any ticket notification ([BabelPage support #123] …) land on the correct ticket as a user message. Same for emails to the support address — as long as you're the account owner, we match by From address and thread appropriately.

What we can't help with over email/tickets

• Handing you passwords or account recovery outside the app's own

reset flow (security)

• Sharing another user's data — even if you're the person who

originally uploaded it (privacy)

• Undoing a deletion older than 24 hours — soft-delete grace period

is 24h and after that the storage is swept