Reaching out for support is rarely easy. It takes effort to explain a problem clearly, and you can't always predict how the person reading it will understand your situation.
We want to make this simpler. When you contact us using the guidelines below, our team can usually give you a faster and more helpful response.
This article covers what to include for the three most common kinds of requests, plus templates you can hand to an AI assistant.
Reporting a bug
A clear bug report lets us reproduce the problem without a long back-and-forth. Include:
Platform and version: desktop, web, or mobile, and your app version.
What happened: what you did, what you expected, and what actually happened.
A screen recording or screenshot: this is the single most helpful thing you can add.
When it last happened (date and time): this lets us cross-reference our server logs, which is especially useful for problems that are hard to reproduce.
How often it happens: every time, or only sometimes.
If a bug only happens occasionally, the exact time it last occurred matters most. With a timestamp, we can look for the matching error on our side even when we can't reproduce it ourselves.
Subscription and billing
We're glad to help with billing questions, and we try to resolve them in a way that works for you. To sort things out in one step, tell us:
The email address on your account.
What you see versus what you expected: a screenshot of the charge helps.
The outcome you're hoping for: a refund, a plan change, or an explanation.
Let us know what you'd like to happen, and we'll do our best to make it right.
Requesting a feature or sharing feedback
We prioritize requests where we clearly understand the problem being solved. The clearer the problem behind your request, the more likely it is to shape what we build. Include:
The problem you're trying to solve, in a sentence or two.
The result you're hoping for.
What you've tried: any workaround in Heptabase or another tool, and where it falls short.
How important this is to you: critical, would improve your experience, or nice to have.
Send one request per conversation. This lets us track each idea separately and follow up on it properly.
Working with your AI assistant
If you use an AI assistant such as ChatGPT, Claude, or a coding agent, you can give it the matching template below and ask it to help you assemble your request before you send it. A complete request means fewer rounds of back-and-forth for both sides.
Bug report for Heptabase support- Platform & version:- What I did (steps to reproduce):- What I expected:- What actually happened:- Screen recording / screenshot: (attach)- When it last happened (date & time):- Happens every time or only sometimes:
Billing question for Heptabase support - Account email: - What I see vs. what I expected: - Screenshot of the charge: (attach) - The outcome I'm hoping for:
Feature request / feedback for Heptabase support- The problem I'm trying to solve:- The result I'm hoping for:- What I've tried, and where it falls short:- How important this is to me (critical / would improve / nice to have):
Where to send your request
Use the in-app support feature (Help & documentation → Get support & give feedback → Send us a message) or email [email protected]. For the full list of contact options, see How do I contact Heptabase support?.