Contact Leadnote support: in-app request and Contact page

You can reach Leadnote support in three ways: the Contact Support form inside the web app, the Contact page on the website, and the Contact support button on the mobile log-in screen. Use the in-app form when you can sign in. Use the website when you cannot.

Quick checks before you write

1. Look for your symptom in this Troubleshooting category. Many problems have a fix you can do yourself, such as can't sign in or mobile app not syncing.
2. Write down the exact message on screen and the time it happened.
3. Note whether you used the web app or the phone, and the app version for the phone (shown in the side menu).
4. Take a screenshot with personal data hidden.

Contact support from inside the app

1. Open the Help menu in the top bar.
2. Choose Contact Support. The window "Contact Leadnote Support Team" opens. Your name, organisation, email and mobile are filled in from your profile.
3. Check Mobile. It is required, so support can reach you.
4. Choose an Issue Type: Feedback, Issue, Suggestion, Schedule a demo or Questions on Plans and Pricing. For something broken, choose Issue.
5. Choose your Customer Type: Prospective customer, Existing customer or Trial user.
6. Describe the problem in Message and choose Submit.

You see "Thanks. Our support team will get back to you." If it fails, the message is "Could not send your message. Try again." Wait a moment and send it again.

The request gets a number such as SR-12 and an email confirmation to the address you entered. Later replies from support are also emailed.

Track your request

Open the Hub, then Support & Subscription, then Support Requests ("View all your support requests"). You can search by number, issue type, message or requester, open a request to read the conversation and add a reply. The status is Open, In progress, Completed, On hold or For future. Add new details as a reply to the same request instead of opening a second one.

The Account Owner and Managers see all requests of the organisation and can change the status. Other users see only their own.

Contact support from the website

If you cannot sign in, if your account is suspended, or if you are not a customer yet, open the Contact page on the Leadnote website. It is in the Resources menu as Contact us and in the footer as Contact.

1. Enter Your name and Work email. Company is optional.
2. Choose a Topic: Schedule a demo, Questions on plans and pricing, Issue or support, Feedback or suggestion, Partnerships, Press or Something else.
3. Write your message in How can we help? It needs at least 10 characters: "Tell us a little more (at least 10 characters)".
4. Choose Send message.

You see "Thanks, we have your message." The page says "We usually reply within one business day" to the email you entered, so double check the address. The page also shows an email address you can write to. You can send up to 5 messages in 10 minutes; after that, wait a few minutes. The "Leave this field empty" box is a spam trap, so leave it empty.

Contact support from the mobile app

On the log-in screen choose Contact support. The screen says "Tell us what is wrong and we will get back to you by email." Enter your name, email and your message under How can we help?, then choose Send message. You see "Message sent" and "Thank you. We will reply to" your address. This goes to the same inbox as the website Contact page, so you cannot track it in the app.

What to include

• What you were trying to do, and what happened instead.
• The exact message, the time and the time zone.
• Web app or phone, and the app version for the phone.
• The name of the list, form or integration involved. For a missing lead, give the lead's name, not its contact details, unless support asks.
• For billing: the payment date, amount and the invoice number from Plan & Billing.

Never send passwords, two-factor codes or recovery codes. Support does not need them.

Special cases

• Suspended account: the in-app form needs a working account, so use the website Contact page. See trial ended, plan expired or account suspended.
• Lost two-factor as the Account Owner: only you can reset the owner's two-factor, so contact support with the Contact page. See two-factor authentication.
• Demo or pricing questions: choose Schedule a demo or Questions on Plans and Pricing. The Register for Demo item in the Help menu opens the same form with the demo topic filled in.

Web app vs mobile app

Requests are created and tracked in the web app. The phone has the Contact support button only on its log-in screen.