Contacting support

Public channels — available to everyone

• Contact form — /contact. Fastest for pre-sales, billing and account questions.
• Email — support@bemetrix.com. Write from the address registered on the account whenever the question concerns an existing workspace.

Telegram support

Telegram support is available only to registered users, from inside the app after you sign in. It is not a public channel, and we never ask for account details over Telegram before you are signed in.

What to include

The more of this you send, the fewer round trips we need:

• your workspace name and the email on the account;
• what you expected to happen and what happened instead;
• the exact time (with your timezone) the problem occurred;
• a screenshot of the whole screen, including any error text;
• for sync problems: the platform, the connection method (native integration, desktop sync app or CSV) and the log file if the desktop app produced one;
• for payment problems: the date, amount, method and — for crypto — the transaction hash.

What we never ask for

We never ask for your password, your authenticator codes, your recovery key or your wallet seed phrase. Anyone who does is not us.

Before writing

A lot of the common cases are already answered here: sync troubleshooting, account recovery and billing history.