Support cheat sheet · From Alex to the 6 support agents · Based on October 2026 tickets · Keep it open

The 12 questions behind 1,952 tickets last month, with the answer and where to click

Tickets by topic, October 2026

Billing 920 · 47% Account 587 · 30% Team and data 325 · 17% Technical 120 · 6%

How every reply sounds

Short, friendly, first name.

Never write "we apologize for the inconvenience".

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Billing and plans

920 tickets

Change plan288

Settings›Billing›Change plan

Upgrade is instant. Downgrade starts on the next billing date.

Invoice or receipt251

Settings›Billing›Invoices›Download PDF

Cancel176

Settings›Billing›Cancel plan

First offer the annual plan (2 months free). Data is kept 90 days.

Refund141

Only within 14 days of a charge. You can approve up to $100.

Over $100: escalate to Dana.

Price increase64

Went $59 → $69 on Aug 1 for everyone. Offer annual (2 months free).

No grandfathering, for anyone.

587 tickets

Reset password412

The link expires in 1 hour.

Change email on account98

You do itAdmin›Users›Edit

Customers can't. First verify with a code sent to the old email.

Lost phone for 2FA77

Escalate to security@.

Never disable 2FA ourselves.

325 tickets

Add a teammate203

Settings›Team›Invite

Only admins can invite.

Export data122

Settings›Data›Export CSV

Big accounts: up to 1 hour, then an email arrives.

120 tickets

Integrations not syncing69

Settings›Integrations›Reconnect

Still broken after 1 hour: tag the ticket sync-bug.

Slow app51

Check status.example.com first. Then ask for their browser and a screenshot.