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Getting Help

Getting Help

How to contact support, report issues, and get assistance with Plotwise.

Need help with Plotwise? We're here to assist you. This page explains how to contact support, what to include in your requests, and what to expect from our team.

Support Channels

Email Support

The fastest way to get help is by emailing our support team:

Email: support@plotwise.com

Response time: Within 24-48 hours during business hours (Monday-Friday, 9am-5pm Pacific)

Best for:

  • Technical issues or bugs
  • Account and billing questions
  • Feature requests
  • Data export or migration help
  • Compliance documentation requests

In-App Chat (Coming Soon)

We're building an in-app chat feature for instant support. Check back soon for updates.

Feature Requests

Vote on features you want to see or submit your own ideas:

Before Contacting Support

To help us assist you faster, try these self-service options first:

1. Check the Documentation

Search this documentation for answers:

  • Press Cmd+K (Mac) or Ctrl+K (Windows/Linux) to open search
  • Browse by section using the left sidebar
  • Check the Common Issues page

2. Review Common Issues

Many questions are answered in our troubleshooting guides:

3. Check System Status

If you're experiencing issues, check our status page (link coming soon) to see if there's a known outage or maintenance window.

What to Include in Support Requests

To help us resolve your issue quickly, please include:

Required Information

  1. Your account details:

    • Email address associated with your account
    • Organization name and slug
    • User role (Owner, Admin, Member)

  2. Description of the issue:

    • What you were trying to do
    • What happened instead
    • When the issue started

  3. Steps to reproduce (for bugs):

    • Step-by-step instructions to recreate the issue
    • Example: "1. Navigate to Watchlist, 2. Click Add Permit, 3. Search by company name, 4. Error appears"

Helpful Additional Information

  • Screenshots or screen recordings: Visual context helps us understand the issue faster

    • Use macOS Screenshot tool (Cmd+Shift+4) or Windows Snipping Tool
    • Annotate screenshots to highlight the problem area
    • For videos, use Loom or similar screen recording tools

  • Error messages: Copy and paste the exact error text

    • Include error codes if shown
    • Check browser console for additional error details (press F12 → Console tab)

  • Browser and device information:

    • Browser name and version (e.g., Chrome 120.0)
    • Operating system (macOS 14, Windows 11, etc.)
    • Mobile device model (if using mobile)

  • Permit or record identifiers:

    • Permit numbers, company names, or license numbers related to the issue
    • Organization or user IDs (if known)

What to Expect

Response Times

  • Initial response: Within 24-48 hours during business hours
  • Resolution time: Varies based on complexity
    • Simple questions: Same day or next business day
    • Bug fixes: 1-5 business days depending on severity
    • Feature requests: Added to roadmap for prioritization

Business Hours

  • Monday-Friday: 9:00 AM - 5:00 PM Pacific Time (PT)
  • Weekends and holidays: Limited support (urgent issues only)

Urgent Issues

If you're experiencing an urgent issue that affects your business:

  • Mark your email subject with [URGENT]
  • Include a phone number where we can reach you
  • Describe the business impact in your message

Urgent issues are prioritized and typically receive a response within 4 hours during business hours.

Feature Requests

Have an idea for improving Plotwise? Submit it on our Feature Requests page where other users can vote on it.

How to Submit Feature Requests

  1. Visit the Feature Requests page: Go to plotwise.us/feedback
  2. Click "Suggest Feature": Sign in if prompted
  3. Describe your idea: Include what problem it solves and how you'd use it
  4. Submit and share: Other users can vote on your request

See Feature Requests for detailed instructions on submitting and voting.

Feature Request Process

  • We review all feature requests and prioritize based on:
    • Number of user votes
    • Business impact
    • Technical feasibility
    • Strategic alignment
  • Request statuses are updated as they move through our roadmap

Bug Reports

Found a bug? Help us fix it by providing detailed information.

How to Report Bugs

  1. Verify it's a bug:

    • Check Common Issues to see if it's a known issue
    • Try reproducing in an incognito/private browser window to rule out extensions
    • Test on a different browser if possible

  2. Email us with:

    • Subject: "Bug Report: [Brief description]"
    • Steps to reproduce (detailed)
    • Expected behavior vs. actual behavior
    • Screenshots or screen recording
    • Browser console errors (press F12 → Console tab)

  3. Severity level (optional):

    • Critical: System is down or unusable
    • High: Major feature is broken
    • Medium: Feature works but has issues
    • Low: Cosmetic or minor issue

Bug Fix Timeline

  • Critical bugs: Fixed within 24 hours
  • High severity: Fixed within 3-5 business days
  • Medium severity: Fixed within 1-2 weeks
  • Low severity: Scheduled for next maintenance release

Account and Billing Support

For account and billing issues, email support@plotwise.com with:

  • Account deletion requests: Include your email and organization name
  • Billing disputes: Include invoice number and details of the issue
  • Plan changes: Specify desired plan and any questions
  • Refund requests: Include reason and invoice number

See Billing & Subscription for self-service billing management.

Compliance and Legal Inquiries

For compliance documentation or legal inquiries:

  • SMS opt-in evidence: See SMS Opt-In Evidence
  • Privacy policy: [Link to privacy policy]
  • Terms of service: [Link to terms]
  • GDPR/CCPA requests: Email support@plotwise.com with "GDPR Request" or "CCPA Request" in subject

Training and Onboarding

Need help training your team on Plotwise?

  • Solo users: Follow our Quick Start Guide by role
  • Teams: We offer personalized onboarding sessions for teams of 5+ users
  • Permit expediters: Custom training for managing multiple organizations

Contact support@plotwise.com to schedule a training session.

Feedback

We value your feedback on Plotwise! Share your thoughts:

  • General feedback: support@plotwise.com
  • Documentation feedback: Click the feedback button at the bottom of any docs page
  • Product reviews: Leave a review on [review platform links]

Your feedback helps us improve Plotwise for everyone.

Related Documentation

Browser & PerformanceFeature Requests