# Get help from the GetFlowing team

URL: https://getflowing.ai/docs/troubleshooting/get-help

Ask the GetFlowing team for help from the dashboard, how soon they reply on your plan, and prove who you are on a call with a one-time support code.

Ask the GetFlowing team about anything the docs do not answer: a deploy that keeps failing, billing, your account, or a request to restore data.

## Ask for help

1. Open **Help** in the sidebar.
2. Under **Ask for help**, choose what it is about: **Deploy problem**, **Billing**, **Account**, **Restore my data** or **Other**. Billing and data restores are for owners and admins.
3. Choose the app it is about, or **The whole workspace**.
4. Say what is happening, and choose **Send to GetFlowing**.

Never include passwords or keys. If the app already has an open request, yours is added to it.

On plans with the agent, you can also ask from an app's chat: say "raise a ticket" or "contact support", and the details of the last failure go with the request.

When a deploy fails, GetFlowing raises a request for you, marked **Raised by your agent**, or **Raised by GetFlowing** on the Deploy plan. On the Deploy plan, it does this only when the failure is not in your own code.

## Reply times

On Business and up, your plan includes SLA support: the GetFlowing team aims to send its first reply to each request you raise within these times.

| Plan | A request | A released app that is down |
| --- | --- | --- |
| Business | 1 business day | 1 hour, at any time |
| Scale | 4 business hours | 1 hour, at any time |
| Enterprise | As agreed with you in writing | As agreed with you in writing |

Business days and hours are Monday to Friday, 9:00 to 17:00, UK time.

- The **Ask for help** form shows your plan's reply time before you send.
- When you ask about a released app that is down, tick **This app is down for its customers**, and the request is treated as urgent.
- Each request on the **Help** page shows when the first reply is due.

The times are for the team's first reply, not for a fix. On other plans, the team replies as soon as it can.

## Follow a request

Each request on the **Help** page shows its status: **Open**, **In progress** or **Resolved**. Open it to read the thread between you and the GetFlowing team, and use **Send reply** to add more. A reply from the team can link to the place in your dashboard it is about, which opens in the same tab, or to a page of these docs. A link to any other site shows the site's name beside it. A new reply shows as a badge on **Help**. When you no longer need it, choose **Close this ticket**. A closed request cannot be opened again: ask again if you need to.

## On a call with us

If you are talking to GetFlowing, choose **Get a support code** on the **Help** page and read the code out, so we know it is you. It works once, for 10 minutes, and proves who you are. It approves nothing.

Only give a support code to GetFlowing in a conversation you started. GetFlowing will never ask for your password or your sign-in codes.

## Email

You can also write to support@getflowing.ai.