Get help through live chat
Find live chat on web, desktop and mobile, check paid-plan availability, follow replies, and choose a support ticket for longer investigations.
Last reviewed
Live chat is available to paid accounts where the feature is enabled. If Live chat is missing, use a support ticket. A workspace owner’s paid plan does not by itself confirm that every member’s own account has chat access.
Open chat
| Platform | Where to go |
|---|---|
| Web app | Open the profile menu and choose Live chat. You can also open Get help and select Open chat in the Live chat section. |
| Desktop app | Open Profile → Help & contact → Live chat. |
| iPhone or Android app | Open Settings, find Preferences, then tap Live chat. |
| TV | Use the web or mobile app on another device to contact support. |
Sign in with the account that needs help. Opening chat lets you read the conversation without immediately sending a message.
Steps: send a useful message
- In Write a message, describe the task, what went wrong and the error you see. Include the affected platform and approximate time.
- Use Screenshot if a redacted image helps explain the problem. Hide other people’s data and private file names.
- Select Send and check that the message reaches Sent. Seen means the message was seen, not that the issue has been resolved.
- If the app shows Reconnecting, wait for the connection to recover and check the thread before sending the same text again. A failed draft may return to the message field for correction and another attempt.
- Use Conversations to review earlier conversations. If a conversation has ended, choose Start a new conversation for a new issue.
On the web, More options → Open as a page expands the floating chat. Minimize or close the panel to return to your work. Use End conversation when the issue is finished and confirm the prompt.
Response times can vary. If nobody replies while you are available, you can leave the message and return later. An online indicator is not a guarantee of an immediate response.
When to use a ticket
Choose Get help → New ticket in the web app if chat is unavailable, you need to describe a long reproduction sequence, or the issue needs follow-up across several days. Keep updates to the same issue together. If support has opened a ticket from your chat, follow that ticket rather than creating a duplicate.
If your paid access ends, an existing chat history can remain readable, but sending new messages requires chat access again.
Never send a password, PIN, two-factor code, recovery key or API secret. See support privacy for what to share safely.
Expected result
The message appears in the conversation with Sent status. Return to the same conversation to read support replies or follow a ticket created for the issue.
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Questions and replies
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Keep account details, credentials and private files out of public questions. Use private support for those.
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