Troubleshooting

Contacting support

How to reach us, and what to include so the first reply is useful.

If the help centre does not cover it, contact us directly. A little detail up front usually saves a round trip.

Channels

• Email: [email protected], answered within 24 hours on business days.
• In-app: the Support option in the app, which attaches your account details automatically.

Premier includes priority support with faster response times.

What to include

• The email address on your account.
• What you expected to happen and what happened instead.
• The steps that produce it, if it is reproducible.
• Your browser and operating system, for anything involving audio or the desktop app.
• A screenshot or short recording. Optional, and it often removes a whole exchange.

If an interview is imminent

Say so in the subject line. Support cannot always turn around inside the hour, so also try the fallback: Copilot on the web in a browser tab, which sidesteps every desktop-app and system-permission problem. Get through the interview first and debug afterwards.

Billing questions

Include the charge date and amount. For a refund request, send it within the 14-day window. The date of your message is what counts, so write first and supply details after if you are close to the deadline.