Support
Three ways to get help, in the order that usually works fastest.
1. Ask the assistant
Click Help in the page header, then Ask. Type your question and 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 books, 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
- newsletter bounces, spam complaints, and whether your sending is suspended
- which editions an ONIX export would leave out, and why — if you have the ONIX add-on
Ask “why is my book missing from the ONIX file?” and you get an answer about your book, 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 each answer, thumbs up or thumbs down tells us whether it helped. New chat, at the top, starts again when you move on to a different question.
Each workspace has a daily limit on questions. 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, so 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. That sends us the whole conversation, including what the assistant looked up in your workspace. We reply by email. Use this route where you can — we can see what you have already tried.
From anywhere else. Click Help, then Send feedback at the foot of the panel. Type your message and click Send. There is nothing to choose first — a problem, a question and an idea all go to the same place.
Either way, a message sent from inside the app brings along the page you were on and what you were doing. That is usually the difference between us fixing it straight away and us having to ask you questions first.
We usually reply within one working day.
If you can’t get into Pubblish, email us instead:
| For | |
|---|---|
| Help with Pubblish | [email protected] |
| Privacy and legal | [email protected] |
| Security concerns | [email protected] |
If you’re reporting a problem by email, it helps to include your publisher
subdomain (for example acme-books), what you were trying to do, and a
screenshot if you have one.
Security
If you think you’ve found a security vulnerability, or you suspect someone has accessed your account without permission, email [email protected] and we’ll treat it 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 login page
- Didn’t get the verification email — check your spam folder, then request a new one: click your avatar, choose Manage email, then Re-send verification
- Cancel your subscription — if you’re the workspace Owner or an Admin, click your workspace name at the top of the page, choose Billing, and cancel there; any refund you’re owed is worked out and paid automatically
- Take a backup of your data — Owners and Admins can click the workspace name, choose Settings, then Download your data. Ask for one and we’ll email you when it’s ready — up to 24 hours, longer if you include your uploaded files
If you’re stuck, ask. We’d rather hear about a small problem early than find out later that it stopped you working.