Getting support

Support runs through the app itself, so that a request arrives already attached to your organisation and your account. There is no separate portal to sign in to.

Sending a request

1. Click the help icon in the sidebar, then Get Support.

2. Choose what kind of request it is. The choice sets who picks it up, so it is worth getting roughly right:

   Category	Use it for
   🐛 Bug Report	Something isn’t working as expected
   ✨ Feature Request	Suggest an improvement or new feature
   💳 Billing Question	Questions about your subscription or payments
   🔧 Technical Support	Need help setting something up
   ❓ General Question	Anything else

3. Set a priority — Low, Medium, High or Urgent. Medium is the default. Use Urgent for something stopping a competition that is happening now, not for something you would like soon; it is read by a person, and it works because it is rare.

4. Write a subject (up to 200 characters) and a description (up to 5,000).

5. Attach anything that shows the problem, then send.

Attachments

Up to 5 files per request, each up to 10 MB.

Accepted: PNG, JPEG, GIF, WebP and PDF. A photo is shrunk in your browser before it uploads, so a picture taken on a phone will normally fit without you doing anything to it.

A screenshot is usually the single most useful thing you can attach. If the problem involves a specific entry or payment, include its reference number in the description.

Following your requests

Open Support in the sidebar to see everything you have sent and where each one has got to.

Status	What it means
Open	Received, not yet picked up
In progress	Someone is working on it
On hold	Waiting on something — usually an answer from you
Resolved	Fixed or answered
Closed	Finished and no longer being worked on

You can filter the list by All, Open or Closed. Resolved and closed requests are both counted as closed for that filter.

Before you write in

Two things fix most reports faster than anything else in the description:

• What you expected to happen, and what happened instead.
• The exact wording of any message on screen. Sqoura’s refusals are written to say what specifically was wrong — “this form is closed”, “that link has expired” — and quoting one usually points straight at the cause.