Who this is for: Anyone who needs help that the docs haven't answered.
Time: A few minutes to gather details.
Many issues have a quick answer in the troubleshooting section:
If your issue isn't covered, or the suggestions don't help, contact support.
Confirm with your AnswerPath administrator how your team prefers to contact support — this varies by organization and plan. Common channels include:
A support email (e.g. [email protected]) — confirm the exact address with your admin.
The in-app feedback widget, if your organization has it enabled (the ProductLane widget — usually a button in the corner of the screen).
Your account's billing portal (for billing-only questions).
If you're an owner or admin and you don't know your support channel either, check your AnswerPath welcome email or the latest invoice — both usually include a contact address.
The more context you give, the faster you'll get a useful answer:
What you were trying to do. "I was trying to upload a 4 MB PDF to the Context Hub."
What happened instead. "It failed with the message 'Failed to extract text from document.'"
The exact error message, copied verbatim, including any error code shown.
Where you were in the app. A URL or section name (e.g. "Settings → Billing") helps a lot.
What you've already tried. "I tried a different browser and a smaller PDF — both still failed."
Screenshots if you have them. A picture of the error is often more useful than a description.
Your organization name — important if support needs to look up your account.
Account recovery and access issues
Billing changes that aren't self-serve (custom plans, trial extensions, refund questions)
Persistent upload or processing errors
Suspected bugs
Integration setup questions
Feature requests and feedback
Edit your documents or answers for you
Approve members or change roles on your behalf (your owner/admin handles those)
Restore data you deleted yourself (export regularly — see each section's Export docs)
Promise specific timelines for feature requests
Some billing questions can be self-served via the payment portal:
Update payment method — see Manage payment method.
Change plan — see Upgrade or change plan.
Cancel — see Cancel subscription.
For everything else (custom contracts, refunds, payment failures you can't sort yourself), reach out to support.
Send one issue per message. If you have three unrelated questions, three short emails get answered faster than one long one.
Check status before reporting an outage. If your AnswerPath team has a status page, look there first.
Be specific about urgency. Tell support whether this is blocking a deal, blocking a deadline, or just an annoyance — that helps them prioritize.
Glossary — if a term in this guide isn't clear
