Stateable Support is the human team behind the help center: we're who you reach when an article doesn't answer your question, when something's broken, or when you need an answer that requires looking at your specific data. This article covers how to get to us, what to send, and what to expect back.
How to reach us
Two channels:
Support button in the app. Top bar of every page once you're signed in. Opens a ticket directly in the system we use to track and answer them (Intercom). Best for issues that touch your data — we can see which org you're in and look up the same thing you're looking at.
Email [email protected]. Goes to the same place. Best when you're not signed in or can't reach the app.
Don't use both channels for the same issue — it splits the conversation and slows us down.
What makes a good ticket
A ticket gets answered faster when it includes:
What you were trying to do. "I was trying to schedule an export to my S3 bucket" — not "exports are broken."
What happened instead. Copy the exact error message if there is one. A screenshot helps if something looks wrong on screen (paste it into the ticket; Intercom accepts images).
Which org and which file. If a specific statement is involved, include the filename. If a specific row, include the row id (Cell Provenance shows it).
What you've already tried. "I tried re-uploading and it failed the same way" saves us from suggesting that.
Response times
Expectation by issue type:
Issue type | First reply |
Standard ticket | Within one business day. Often the same business day. |
Billing or access | Within four business hours. |
Urgent | Flag it. "Urgent — month-end close blocked" or "Production export failing for 30 min" reaches us even after hours. |
Mark a ticket urgent when real work is truly stuck. We won't hold it against you if it turns out not to be, but if every ticket is urgent, we can't tell which one really is.
What to do while you wait
A few things you can try without us:
Parsing problems — see [Understand document statuses and what they mean](understand-document-statuses).
Bad AI assistant answer — see [Recover from a bad answer in the AI assistant](recover-from-a-bad-answer).
Billing question — open the Stripe billing portal from the Billing page; invoices and card management live there.
When you've gotten a reply
Replies land in your email. You can reply right from there — your answer stays attached to the same ticket. The full conversation lives in Intercom and is kept for good; ask us for the ticket number if you need to point to it later.
Bug reports specifically
If you can make a problem happen again on purpose, a short list of steps ("1. open Data, 2. apply filter X, 3. sort by Y, 4. observe Z") is the single most useful thing you can send. With those, we can usually make it happen on our end and fix it; without them, we're left guessing from the symptom.
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Last reviewed: 2026-05-27