Getting help

Start with the docs, which are quicker than waiting for a reply. If the answer is not there, write to us. Every message is read by a person.

Open the Support page from the account menu, then Contact, or go to Support directly. It has three cards and an email banner under them:

At the top of the page, a line says whether Setherion is working: All systems normal, One service is degraded, everything else is running, or Part of Setherion is down right now. Look at it before you write: a good share of "it does not work" is answered there. The account menu's Support row shows the same status mark.

Send a ticket

Press Open the form. You are asked for:

• Your email, where the reply goes.
• Subject, in one line, up to 160 characters.
• Category: Publishing (a build that will not go live), Custom domain (DNS, certificates, a name not resolving), Billing and plans (payments, invoices, limits), Something is broken (an error, or the wrong result), An idea (something you wish it did), or Something else.
• Details: what you were doing, what you expected and what happened instead. Error messages and the steps you took get it answered fastest. Up to 8,000 characters.
• Screenshots, optional: up to 3 pictures, 2 MB each, PNG, JPG, GIF or WebP. Drag them in or pick them.

A short check that you are a person may run when you send. Then you see We have it with a reference such as STH-123, and the same arrives by email. Quote the reference if you write again about the same thing.

You can send a ticket without an account, and the reply still comes by email. A ticket sent while signed out belongs to an email address and nothing else, so it cannot be listed under Open Support Tickets and does not get the priority of your plan. Sign in first if you can.

Your tickets

My tickets (top right of the support page when you are signed in) lists everything you have sent, with Open, Closed and All tabs. Each ticket is marked Open, Answered or Closed, and Read the conversation shows the replies.

• When it is settled, close it yourself.
• If it is not, Still not solved opens it again.
• Replying to our email keeps the conversation on the same ticket and reopens it. If you write a new email with the reference, such as STH-123, in the subject from the same address, it is added to that ticket.
• A ticket we have answered, and that you have not replied to for 14 days after the first reply, is closed. A ticket nobody has answered is never closed by itself.

Who is read first

Tickets are read in the order they arrive, with paid plans first. Where a ticket sits is decided by the account that sent it, never by the words in it, and the page says it plainly: it does not promise a time, because a time that cannot be kept does more harm than none.

For a form ticket, this applies when you send it while signed in. The form is the same for everyone and reaches the same people: on Free, it is answered in the order it arrives, with the details already filled in.

Email

On Pro and Business, the banner at the bottom of the support page offers direct email. Turn the banner over (hover it, or tap it on a phone). The back shows the address with a button to copy it, for when your mail does not live on the machine you are reading on, and Contact us, which opens your mail. Mail from a paid account is read first.

The address you write from has to be the one you sign in with, and Setherion has to have had one ticket from it through the form first. That first form ticket is how an email is matched to your plan. Quote a reference if the email follows something you already sent.

On Free, the back of the banner has a Contact us button too, and it explains what a paid plan adds, and offers Open the form and See plans. The form reaches the same people. It asks a few questions first, which is its one real difference: an email usually needs those answers before anybody can start.

Billing, withdrawing and refunds

For plans, credits, refunds and the 14 day withdrawal, see Plans and credits. To withdraw by email, write to the support address saying that you withdraw, with the email of your account and what you bought. We confirm by email and refund to the card you paid with within 14 days of receiving it. For 14 days after a purchase, Settings, under Billing, also shows a Withdraw from contract here button.

Tell us about a page

At the foot of every page of these docs, Was this page helpful? takes one click. Yes or No asks why, with a list of reasons and an optional box (up to 1,000 characters), then Submit feedback. It is how we find pages that are out of date or hard to find things on.

Ask for a connector

If an app needs a service that is not in the list, ask for it. On the Connectors page, the + menu has Request a connector, and a search that finds nothing offers the same form with what you typed already in it. Name the service and, if you can, what your app would do with it, which helps us build the right half first. The most asked-for ones are built first. If you need it now, Custom connector lets you describe any API yourself.

Before you write

Something will not build or publish

Look at the status line at the top of the support page first. Then see Troubleshooting and FAQ. If it still fails, send a ticket in Publishing and say which app and what the message says.

A payment, a plan or credits look wrong

Settings, then Plan and credits lists every movement of your credits. Send a ticket in Billing and plans with what you expected. A change that leaves your app unable to run gives its credits back by itself.

A custom domain does not work

See Custom domains. If the records are right and the name still does not resolve, send a ticket in Custom domain with the name.

You are on a team

Credits for an app come from the person who created it, so ask the owner or an admin about limits. See Workspaces.