Contacting support
How to reach us, and what happens after you do.
There are two ways in, and they reach the same place:
- Send a request on this site
- Email support@circlapp.org
Either way you get a reference number straight away, and a reply by email.
What to include
The more of this you can give us, the fewer rounds of questions it takes:
- What you expected to happen, and what happened instead
- Which phone you are on, and whether it is iPhone or Android
- The name of the space, if it is about one
- A screenshot, if the problem is something on screen
You do not need your account details or anything sensitive. We will never ask for your password.
Your reference number
Every request gets one, shown on screen as soon as you send it and repeated in the receipt email. Keep it. Quoting it is the quickest way for us to find the right conversation, and replying to any of our emails keeps everything on the same ticket instead of starting a new one.
How long it takes
We aim to reply within seven working days. Most requests are answered sooner, but we would rather tell you the honest outside figure than the best case.
Some requests are routed to a different team, and when that happens you will be told. Security matters go to a separate team with their own shorter timescale.
Following it up
Signing in at My requests shows everything you have sent, where each one has got to, and lets you reply with screenshots attached. See Seeing your support requests.
Reporting something urgent about safety or security
Email security@circlapp.org. That inbox is read by the team who handle security and compliance, and it is the right place for anything involving someone's safety, another person's account, or data you think you should not be able to see.