fromscratch
Help center

Getting help

Where to look first, how to reach the FromScratch team with the contact form, what to include, how fast we answer and why billing requests go first.

Updated 3 min read
On this page
  1. 1. Search this help center
  2. 2. Ask the agent
  3. 3. Contact the team
  4. What to include
  5. How fast we answer
  6. Your data
  7. Related

Most questions are answered in a minute by this help center or by the agent itself. When they aren't, a real person from the FromScratch team reads every message sent through the contact form. Here is the quickest route to an answer.

1. Search this help center

Type a few words in the search box at the top of any help page — « domain », « credits », « Stripe », « continue ». The guides are organised in the same order as a project's life: Getting started, then publishing, shops, billing and troubleshooting. The FAQ gathers the short answers.

2. Ask the agent

For anything about your site — a broken button, a layout to change, an error in the preview — the agent in your project is the fastest help: it can look at the preview, read the page's errors and fix them. Describe what you see and where:

Example prompt
On the contact page, the form shows "Error" after I click Send, on both desktop and mobile. Can you find out why and fix it?

If a change made things worse, you can always restore an earlier state from Versions before trying again.

3. Contact the team

For questions about your account, your subscription, a payment, or a problem that survives a retry and a page reload, write to us:

  1. Open the contact page — from the app, it's also in the user menu under Help & contact.
  2. Choose what your request is about: Payment / billing, Technical issue, Account / sign-in, Sales question or Other.
  3. Fill in your email, a short subject and your message (at least 10 characters), then click Send message.

You'll see « Message sent » with your reference (it looks like FS-XXXXXXXX). Keep it: quoting it in a later message helps us find your request immediately. A receipt is also emailed to you.

Tip

for a billing problem, open the contact page with the billing topic preselected and include the date and amount of the payment.

What to include

A precise message gets a precise answer on the first reply:

  • the project name (and its site address if it's published);
  • what you did, step by step, and what you expected;
  • what you saw instead — the exact message on screen, or the text of Technical details from an error card;
  • roughly when it happened, and your browser if it seems relevant.

Warning

never send passwords, API keys, Stripe keys or tokens to anyone, including support. We will never ask for them.

How fast we answer

We reply within 24 business hours to the email address you entered. Billing requests are handled first: a declined payment, a double charge, an invoice, a refund or a cancellation question jumps the queue.

To protect the form from abuse, the number of messages from one connection is limited. If you see « Too many messages sent. Try again in an hour », wait an hour or e-mail us directly.

Your data

The details you send through the form are used only to answer your request. See our privacy policy.

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