Contact Support
Get personalized help from our support team. We are here to help you succeed with StorytellerOS.
Before Contacting Support
You may find a faster solution by:
- Checking the Common Issues guide
- Reviewing the Connection Problems page
- Searching this documentation
- Trying the quick fixes (refresh, clear cache, log out and in)
Tip
Most issues can be resolved within minutes using the troubleshooting guides. Support response times are typically within 24-48 hours.
Support Channels
Email Support
For all support requests:
- Email: [email protected]
- Response time: Within 24-48 hours (business days)
- Best for: Detailed issues, account problems, billing questions
In-App Support
Access support directly from StorytellerOS:
- Click the help icon (?) in the navigation
- Select Contact Support
- Fill out the support form
- Submit your request
In-app support automatically includes your account information, making it easier for us to help you.
Documentation
Self-service resources:
- This documentation: Guides for all features
- Glossary: Publishing terms explained
- Troubleshooting: Solutions to common problems
Information to Include
Help us help you faster by including:
Always Include
- Your account email address
- What you were trying to do
- What happened (or did not happen)
- Any error messages you saw
If Applicable
- Screenshots of the issue
- Steps to reproduce the problem
- Browser and device you are using
- When the issue started
- Any recent changes you made
Note
Never send API keys, passwords, or other sensitive credentials in support requests. We will never ask for these.
What to Expect
Response Times
| Priority | Description | Target Response |
|---|---|---|
| Critical | Cannot log in, data loss | Within 4 hours |
| High | Major feature not working | Within 24 hours |
| Normal | General questions, minor issues | Within 48 hours |
| Low | Feature requests, feedback | Within 1 week |
Our Support Process
- You submit a request
- You receive an automatic confirmation
- A team member reviews your issue
- We investigate and respond
- We follow up until resolved
Billing Support
For billing-related questions:
- Subscription changes
- Payment issues
- Refund requests
- Invoice questions
Email [email protected] or include "BILLING" in your support request subject line.
Feature Requests
We love hearing your ideas! Submit feature requests:
- Via support email with "Feature Request" in subject
- Through the in-app feedback form
While we cannot implement every request, we track all suggestions and prioritize based on community demand.
Bug Reports
Found a bug? Help us fix it by reporting:
- What happened: Describe the unexpected behavior
- What you expected: What should have happened
- Steps to reproduce: How to recreate the issue
- Environment: Browser, device, operating system
- Screenshots: Visual evidence if possible
Security Issues
If you discover a security vulnerability:
- Email [email protected] immediately
- Do not post publicly about the issue
- Provide detailed information about the vulnerability
- We will respond within 24 hours
Responsible Disclosure
We appreciate responsible security reporting. Verified security issues are handled with the highest priority.
Community Resources
Connect with other StorytellerOS users:
- Author forums: Share tips and ask questions
- Social media: Follow for updates and tips
- Blog: Tutorials and best practices
Data Privacy in Support
When you contact support:
- We only access your data to resolve your issue
- Your data is never shared outside our support team
- Support conversations are confidential
- We follow strict data handling procedures
Feedback Welcome
We are constantly improving StorytellerOS based on your feedback:
- Good experience? Let us know what worked
- Frustration? Help us understand so we can improve
- Ideas? Share your vision for better features
We Are Here to Help
Our goal is to help you succeed as an author. Do not hesitate to reach out, even for simple questions. No question is too small.
Support Hours
- Email support: Monday-Friday, 9am-5pm EST
- Critical issues: Monitored 7 days a week
- Documentation: Available 24/7
Contact Summary
| Type | Contact |
|---|---|
| General support | [email protected] |
| Billing questions | [email protected] |
| Security issues | [email protected] |
| In-app | Help icon → Contact Support |