Raise a support ticket and get help fast

When the docs do not solve your problem, raise a ticket. Tickets are the one place where we answer questions, and a well-written ticket gets a useful answer much faster. This guide covers where to open one, what to put in it, and how to follow it.

Check the basics first

• Look at the status page in case there is a wider issue.
• Read the deploy log in the Deployments tab and runtime output in the Logs tab.
• Search the troubleshooting guides, such as build failed and app not answering.

Raise a ticket from the dashboard

If you can log in, this is the best route, because we see your account and app details automatically.

1. 1

   Open Help & tickets

   Click Help & tickets in the dashboard sidebar, or go to /portal/support, and choose New ticket.

2. 2

   Pick a category

   Choose from: I can't access my account, Deploy failed, App is down, Domain/HTTPS, Billing, Bug or Other.

3. 3

   Attach the app and deployment

   Select the affected app and, if relevant, the deployment. We then automatically include the app's status, its error summary and the last 30 log lines.

4. 4

   Describe the problem

   Write a clear subject and the details described below, then submit.

Raise a ticket without logging in

If you cannot access your account or do not have one yet, use the public support form. Enter your name, email, category, a subject and details (up to 5000 characters). We email you a private link to follow the ticket and reply to it. Keep that link private, because anyone with it can read the conversation. The public form accepts up to 5 tickets per hour. For sign-in problems, see can't log in first.

What to include

• App name, and the environment affected: staging or live.
• When it happened, ideally the deployment time or a time window with your timezone.
• What you expected to happen and what you saw instead, with the exact error message.
• Steps to reproduce, such as the URL you opened or the action you took.
• What you have already tried, for example a redeploy, a rollback or a settings change.
• For domain issues, the domain name and the output of dig +short CNAME your.domain.

A good example: "shop, live. Deploy at 14:05 IST failed with 'Your app didn't answer on port 3000 within 90 seconds'. Expected the new version to go live. Staging works on the same commit. Already checked PORT and restarted."

Ticket statuses and replies

• Open: received and waiting for a first look.
• In progress: we are working on it.
• Waiting on you: we need an answer or more detail from you.
• Resolved: we believe it is fixed.
• Closed: finished. Reply to a resolved or closed ticket to reopen it.

You are notified when we reply or the status changes. Choose email, Telegram or WhatsApp for these in alerts.