Contacting support

We're a small team. We answer support directly — no tier-1 / tier-2 hand-offs, no automated chatbots that can't help. Just an email back with a useful answer.

How to reach us

What you need	Email
General support, product questions, billing	[email protected]
Privacy / data requests	[email protected]
Legal questions about Terms	[email protected]
Sales for Advanced or Agency plans	[email protected]

If you're not sure which to use, default to [email protected]. We'll route internally.

Response time

Plan	Typical response time
Free trial	One business day
Starter Lite, Starter	One business day
Pro	Within one business day
Advanced	Same day, business hours
Agency Pro / Advanced	Same day, business hours, priority

These are typical, not contractual. We try to respond faster, especially for outage-type issues. If something is genuinely urgent, say so in the subject line.

What to include

Faster help comes from clearer messages. Include:

Your account email — so we can find you.
What you were trying to do.
What happened instead.
Any error message — copy the text or attach a screenshot.
The URL of the page where the issue happened (the dashboard URL changes per-page).
What you've already tried (helps us skip the obvious).

A good support message takes 2 minutes to write and saves 2 days of back-and-forth.

Example: a useful support message

Subject: Scan stuck for 4 hours — id #scn_abc123

Hi,

Account email: [email protected]

Yesterday I triggered a manual scan around 2pm UTC. It's been showing "in progress" for ~4 hours and the prompt coverage is stuck at 60%. Scan id is scn_abc123.

I've tried: refreshing, waiting, triggering a second manual scan (which also hasn't completed). Other accounts (I have access to two) ran fine yesterday.

Could you check what's going on? Thanks.

That's all we need to dig in.

What we won't do over support

A few things we won't do, even if asked:

Run scans on prompts on your behalf for a different domain than your verified one. (Anti-abuse measure.)
Provide direct dashboard access to a third party without your written consent.
Bypass plan limits beyond the brief grace period that's already built into the system.
Discuss other customers' setups or any non-anonymized aggregate stats.

These aren't because we're picky — they're guardrails to keep your account safe.

Bug reports and feature requests

We're always grateful for bug reports and feature ideas. Both go to [email protected].

Bug reports: include reproduction steps, expected vs. actual behavior, and your browser / device.

Feature requests: describe the problem you're trying to solve, not just the feature. "I want a CSV export of citations grouped by domain" is good. "I want it to feel like Tool X" is harder to act on without the underlying use case.

We don't promise every feature will ship, but we read every request and they shape the roadmap.

Status / outages

If something feels broadly broken (not just your account), check:

Banner on the dashboard — we post outage notices in-product.
@simplyrank — for short status updates.
Email — for confirmed widespread outages, we email affected customers.

For incidents involving specific AI providers (e.g. OpenAI is down → ChatGPT scans fail), we usually note that in the dashboard banner with a workaround if available.