Contact Peakub support

You have one conversation with Peakub's team. You can open it from almost anywhere, write when you want, and come back to the same thread every time. A person on the team reads it and answers.

Open your support conversation

If you are signed in:

• On a computer, the small Conversations panel at the bottom right of the screen has a Support card at its foot, a card of its own under the panel, with a small gap between the two. It shows the last message and a dot when there is an answer you have not read, or Ask Peakub support if you have never written. Press it: the conversation opens in the panel, with a back arrow.
• On the home page, the welcome notification has an Ask us anything button.
• In the help windows, the Contact support button opens it, and so does Contact us in the menu of your picture.
• In the studio, in the editors and on a phone, where the panel is not shown, the same buttons open a window with the same conversation.

Your conversation is always one thread. Pressing the button twice, or opening Peakub in two tabs, never makes a second one. An account that is suspended has no Support card.

Quick actions open it on a written first message

The Free demo, Feedback, Join the beta program and partners programme buttons no longer open a form. They open your support conversation with a first message already written, in your language, that you can change before you send it. For example, Free demo writes "Hello, I'd like a demo of Peakub for my publication." and Feedback leaves the end of the sentence for you.

Each message you send this way is labelled with its kind, so the team knows what it is about: Demo, Feedback, Migration, Beta, Partners, Bug or Question. A second request of another kind goes into the same conversation.

When you are not signed in

On the home page, the start pages (/start), the pages about monetization and migration, and the sign-in page, a Support bubble at the bottom of the screen lets you write without an account:

1. Give your email address, your name if you like (optional), and your message.
2. Solve the short challenge that protects the team from spam, then press Send.
3. The bubble says "We received your message. When we answer, we will email you a link to continue the conversation here."

Nothing is emailed to you before a person on the team has answered. When they do, you get an email with a link. The link lets you read the conversation and write back, as text, for seven days; after that, or if the link is wrong, the page says it is not valid any more and you write to support again. The link opens your conversation only: keep it to yourself.

If you later create an account and verify the same email address, the conversation joins your account and appears in your Conversations.

If the bubble does not appear, support is not open to visitors right now: sign in and use the Support card instead.

How you get the answer

• In Peakub: a dot on the Support card, and the number on the Conversations icon, count an answer you have not read. Opening the conversation clears them.
• By email: when you are away and your address is verified, the team's answer also reaches you by email. That email says it comes "because you have a conversation" with the help publication, and you can answer from it.

What the team sees about you

Next to your messages, the team sees a short summary to help them: when you joined, your language and country, whether your email address is verified, and your publications (name, address, whether it is published, and the state of an import). They never see a password, a payment detail or an address you did not give them.

Send a link that opens support

Any link to Peakub can open the support conversation by adding ?support=1. Add &supportrequest= and a kind (demo, feedback, migration, beta, partners, bug or question) to open it on that kind's written first message:

• https://peakub.com/?support=1
• https://peakub.com/?support=1&supportrequest=feedback

The footer's Feedback link and the buttons in Peakub's own emails work this way. A kind that does not exist opens the conversation with nothing written. Once support is open, the two words disappear from the address, so reloading the page does not open it again.

If you delete your account

Deleting your account erases your support conversation, with your other conversations.

If something goes wrong

• "Support is not available right now." Try again in a moment.
• Your message did not go. The bubble or the panel says so: press Send again. A message that was sent is not sent twice if you press twice.
• You write a lot in a short time. Peakub limits how many messages one person can send, and for a visitor how many from the same address or network; wait a little and write again.