Support

Three ways to get help, in the order that usually works fastest.

1. Ask the assistant

1. Click Help in the page header, then Ask AI.
2. Type your question.
3. Click Send.

The assistant reads these guides, so it can answer “how do I…” questions. It can also look things up in your own workspace:

• your titles, and what each one still needs before a tool will accept it
• the jobs still open on your Actions page
• catalog imports that failed, and the errors that stopped them
• manuscript conversions that failed
• mailing-list bounces, spam reports, and whether your sending is suspended

Ask “why did my import fail?” and you get an answer about your file, not a general one.

The assistant cannot change anything. It reads your workspace and tells you which screen to open. You do the clicking.

Under the conversation, thumbs up or thumbs down tells us whether it helped. The thumbs rate the whole conversation, not one answer. New chat, at the top, starts again when you move on to a different question.

Each workspace has a weekly limit on questions, counted over the last 7 days. The panel tells you when you are close to it.

2. Read the guide

The assistant takes its “how do I…” answers from these guides. You can read the same page yourself.

• Type in the Search the guide… box at the top of the help panel.
• Or open the whole guide in a new tab with the arrow icon beside the close button, labeled Full guide.

The FAQ covers the questions we get most often.

3. Write to us

If the assistant could not answer your question, send it to us.

From a conversation you have already had. Under the transcript, click Send this to Pubblish. This sends us the whole conversation, including what the assistant looked up in your workspace. We reply by email. Use this route where you can, because we can see what you have already tried.

From anywhere else.

1. Click Help.
2. With Guide selected, click Send feedback at the foot of the panel.
3. Type your message.
4. Click Send.

There is nothing to choose first. A problem, a question and an idea all go to the same place.

A message sent from inside the app includes the page you were on and what you were doing.

Email

If you can’t get into Pubblish, email us instead:

When you report a problem by email, include:

• your workspace subdomain (for example acme-books)
• what you were trying to do
• a screenshot, if you have one

Security

If you think you’ve found a security vulnerability, email [email protected]. Email the same address if you suspect someone has accessed your account without permission. We treat both as urgent.

Privacy

For data protection questions, GDPR requests, or anything covered by our Privacy Policy, email [email protected].

Things you can do yourself

Some of the most common reasons people contact us don’t need us at all:

• Forgotten password: use “Forgot password?” on the sign-in page.
• Didn’t get the confirmation email: check your spam folder. Then request a new one:
  1. Click your avatar.
  2. Choose Email address.
  3. Click Send it again.

If the page says your address isn’t accepting email, the button reads My inbox works now, send it again. - Cancel your subscription: if you’re the workspace owner, click your workspace name at the top of the page. Choose Plan & payments, then Cancel subscription. Paddle’s own cancel page opens. - Take a backup of your data: the owner and administrators can click the workspace name, choose Settings, then Download your data. Click Request a backup. We’ll email you when it’s ready. That takes up to 24 hours, and longer if you include your uploaded files.