Contact us

One address, read by a person. There is no ticket form, no phone line and no chat widget on this page — which is worth knowing before you spend time looking for one.

The address

Everything goes to support@supportshot.com. Support, billing, privacy requests, security reports and “we are about to install this on a large site and have questions” all arrive in the same mailbox, and it is read by the people who build SupportShot rather than by a first line who will pass it on.

That is the whole contact surface, and it is the same address printed in the footer of every page here, in /.well-known/security.txt, and in the notification emails we send. If you have seen a different one, it is not ours.

What to put in the message

None of this is required — write in however you like — but each of these turns a round trip into an answer:

The email address on your account, if you have one. It is what we look a workspace up by, and it is often not the address you are writing from.
The ticket reference if your question is about one report — the SS-XXXXXX code at the top of the ticket and in the subject line of its notification email.
The project name if it is about the widget: which site it is installed on, and whether the problem happens on every page or one.
The reference from an error page, if you hit one. Our error pages print a short reference and withhold the message itself, on purpose — the message can name our own tables. That reference is the only thing that leads us to the exact failure in our logs.

What we promise about a reply

A person reads every message. What we will not do is dress a target up as a guarantee: the response times published on our pricing page — a one-business-day target on Pro, and Business answered first — are targets we work to and not contractual commitments, which is exactly what section 9 of the terms says. On the Free plan there is no target at all; there is a mailbox and the same person reading it.

We also do not operate a status page or a maintenance notification list, so if SupportShot looks down to you, writing to us is the way to find out whether it is. That is stated on the terms page too, and it is worth repeating here because this is the page somebody opens when it happens.

Some things have a better route than the mailbox

All of these reach us at the same address if you write instead. They are listed because each one has a page or a control that answers faster than we can.

You got a notification you did not sign up for

Someone put your address on a project’s notification list. Every notification we send carries an unsubscribe link at the bottom; it asks you to confirm, and that takes you off the list without going through us. The privacy policy sets out both routes.

A security problem

Same address, and /security is the page that says what is in scope, what is not, and what we commit to on a report. Please read it first — it will tell you whether the thing you found is already published as a known limitation.

A privacy request, or a DPA

The data processing agreement is published and in force without anybody signing anything, so there is usually nothing to ask for. For access, correction or erasure requests, the privacy policy names which ones the dashboard does by itself.

Closing your account, or getting your data out

Both are controls rather than requests. The workspace owner deletes the workspace from Org settings, confirming by typing its name, and each project’s settings page exports its reports as JSON or CSV, one project at a time. Export first: closing the account does not do it for you.

A refund

Email within 30 days of a charge and we refund it in full, no form and no reason required. Subscriptions themselves you manage or cancel yourself, from the billing page in the dashboard.

Installing the widget

The docs cover the script tag, frameworks, project keys, allowed origins and the two rate limits. If the answer is not there, that is a gap in the docs and we would like to hear which one.