Contacting support

If the help center doesn't answer your question, send a request from inside TokenFront. It reaches us with the details we'd otherwise have to ask you for, and the whole conversation stays in one place.

Sending a request

1. Open the menu under your initials (top right) and select Contact support.
2. Choose what it's about, add a one-line summary, and describe what's happening: what you expected, what happened instead, and roughly when.
3. Select Send request.

As you type, the form suggests help articles that might already answer it. Opening one doesn't send anything, so if it solves the problem you can just leave the page. Unsent text is kept as a draft on that device.

You can send a request even if your plan is limited or your seat in a team is suspended. Anyone who can sign in can contact support.

What's included with your request

So you don't have to explain your setup, each request includes:

• your plan, organization and role
• your connections, when each last synced, and any sync error
• the page you were on when you opened the form
• your browser, screen size and time zone

The form lists these before you send. We also note which help articles it suggested, so we don't point you back to one you've already read. Your connection keys are never included.

Where replies arrive

You'll get an email confirming your request, with a link back to it. Our replies arrive by email and on the request's page in TokenFront. To answer, reply on that page so everything stays in one thread.

All your requests are listed on the Contact support page, with their status:

• Waiting on us: we haven't replied yet.
• We replied: there's a reply for you. Requests with an unread reply are marked New reply.
• Resolved: we've closed it. Replying reopens it, so you don't need to start a new request for the same problem.

If you can't sign in

Email support@tokenfront.io from the address on your account.

How long requests are kept

Requests and replies are kept while your account exists, are included in your data export, and are deleted when you delete your account. See How long is my data kept?.