Help
Contact support
Email is the right channel. No live chat — send a clear message with enough context and we typically respond within 1–2 business days.
Before you write
Many issues resolve faster in docs than in an inbox. Please check these first:
- Troubleshooting — scan failures, blocked crawlers, missing reports, login problems
- Documentation — how scans, scores, and weekly plans work
- FAQ — common product and methodology questions
- Billing guide and Refund Policy — 7-day free trial, invoices, and post-trial refunds
- Help Center — curated topic cards for self-serve paths
Email channels
Use product support for account and product questions. Use security only for vulnerability reports.
Product support
Pro Early Adopter includes email product support for scans, reports, billing unlocks, and day-to-day product questions. Free users can still email for account, signup, login, or access issues — we may point you to docs for feature how-tos.
[email protected]Security
Report vulnerabilities responsibly. Include steps to reproduce, impact, and any proof of concept. See our bug bounty program for scope and expectations.
[email protected]
What to include in a support email
The more precise your email, the faster we can reproduce and resolve. Include:
- Project URL — the website or project you scanned (and workspace name if you have more than one).
- Scan ID — from the report or scan history, if the issue is about a specific run.
- Plan — Free or Pro Early Adopter (include whether you are still in the 7-day free trial).
- Steps tried — what you already checked (docs, rescan, different browser, cleared cookies, Polar receipt, etc.).
- Screenshots — error screens, unexpected UI, or billing pages (redact secrets).
- Browser & environment — browser name/version, OS, and whether you are on desktop or mobile.
Support expectations
- We respond by email only — there is no live chat and no phone queue.
- Typical turnaround is 1–2 business days. Complex billing or security issues may take longer.
- Pro Early Adopter includes product email support. Free accounts are welcome for account/access help; feature deep-dives may redirect to docs.
Legal & privacy
For privacy requests, data deletion, or policy questions, start at the Legal Center or email [email protected] with “Privacy” in the subject. Security findings go to [email protected] via the bug bounty process.