Getting Help
Use the Friday support email link in the site footer when a guide and a careful retry do not solve your problem. The footer provides the current public contact.
No guaranteed response time or round-the-clock support is promised. If your work has a fixed deadline, keep your own copies and use another approved way to communicate with your client while you wait.
Check the relevant guide first
Start with the guide that matches the action you were taking:
- Getting Started covers the first account and project steps.
- Creating a Project covers project setup.
- Writing an Update covers update preparation and posting.
- Client Page covers the private link experience.
- Client Replies and Comments covers client responses.
- Attachments covers file types and limits.
- Email Delivery covers outgoing mail and delivery status.
- Managing Projects covers ongoing project controls.
- Weekly Nudges covers update reminders.
- Account Settings covers account guidance.
Use Password Reset if you cannot sign in. Use Exporting Your Data if you need a text copy of account records. Pricing and Billing explains that billing and checkout are currently off.
The Troubleshooting guide covers common 400, 403, 404, 413, and 429 responses. Follow its safe retry steps before sending the same form again.
Open the Friday support link
Follow these steps from any normal site page that shows the footer:
- Scroll to the footer.
- Select "Support."
- Let your mail app open the new message.
- Confirm that the recipient came from the footer link.
- Add a specific subject and the details listed below.
If selecting the link does not open a mail app, copy its address into your preferred mail service.
Write a useful support request
State the result you need and the action that failed. Include enough detail to identify the flow without including private access values.
A useful request includes:
- The account email address, if the issue concerns your account.
- The page name, such as Projects, password reset, or Billing.
- The action you took immediately before the problem.
- The exact visible error text or status number.
- The date and approximate time, including your time zone.
- The browser and device type, when the issue appears browser specific.
- Whether you checked for a posted record before retrying.
For an email delivery issue, include the project name and the approximate posting time. You may include the recipient domain, such as example.com, if it helps describe filtering, but avoid copying a client's full email into a message unless it is needed and you are allowed to share it.
For a file problem, include the file type and approximate size. Do not attach the client file unless support specifically asks for it and you have permission to send it. A filename can also contain private information, so review it before including it.
Keep secrets and private links out of email
Never send any of the following in a support request:
- Your password or a password reset link.
- A session cookie or browser storage value.
- A private project link or its token.
- An API key, payment credential, or full card number.
- A complete account export unless it is explicitly needed and approved.
- Attachment contents that support does not need.
A screenshot can expose information outside the error message. Crop it to the relevant area, then check names, email addresses, private links, browser tabs, and autofill suggestions before attaching it.
If you accidentally shared a password reset link, request a new reset because the new request replaces the previous token. If you shared a private project link, regenerate the link from the project page. Read Privacy and Security for the limits of link revocation.
Preserve your work before troubleshooting
Copy an unsent update or reply to a private text editor before you reload a page. A 400 response can mean the form came from a stale browser session, and reloading may clear fields.
Before retrying a post, open the project in another tab or return to its page and check whether the update or reply already appears. Email transport can have an uncertain result, and sending the same content again may create a duplicate record or message.
Keep a copy of important project text and files outside the service. The Terms do not promise uninterrupted service or email delivery, and they tell users to keep their own copies of important content. An account export can preserve text and attachment filenames, but it does not include attachment bytes or provide a restore file.
Understand what support does not promise
No guaranteed response time or round-the-clock support is promised. Plan around your own client deadlines while you wait.
The legal text says you can contact support about refunds or billing problems. It does not promise a refund, and billing is currently off. The privacy text says you can contact the service to request access, correction, or deletion of information. It does not publish a fixed completion procedure or deadline in the current text.
Use the Privacy Policy for current privacy request language and the Terms for current service and payment terms. Do not rely on this guide to create rights or commitments beyond those pages.
Continue safely while waiting
If an update is time sensitive, send the client a message through another communication channel that your agreement allows. Do not expose the private project link in a public status page or shared support forum.
Record what you sent and where you sent it, so you can avoid a duplicate after the service becomes available. When access returns, check the project record before posting again. Use Email Delivery to interpret the visible delivery state.
Friday support is the place to report a product problem after you preserve your work and try the relevant guide. The main Guide can help you keep the update itself concise while you use another delivery route. You remain responsible for your client deadline, your local copies, and the content you choose to share.