Getting help
Most answers are already written down. Where they are not, this is how to ask so the reply is useful first time rather than third.
Search before you write
The help centre has a search box at search help, and the troubleshooting articles cover the four things that go wrong most: no jobs arriving, a mailbox that has stopped syncing, missing scores or documents, and a failed payment.
What to put in the message
Four things, and the third is the one people leave out.
- What you did. The page and the exact button. Mailbox, Test is worth a paragraph of description.
- What you expected to happen. One line is plenty.
- What happened instead, word for word. It said the connection failed and it said "Could not connect to the mailbox with the given credentials" point at different problems, and only the second one can be traced.
- When. A date and a time. The Audit page — under Account in the top navigation — stamps every recorded action with one, so it is the easiest place to copy an exact time from.
For anything about money, add the invoice number from the Payments table on your Billing page. That identifies a payment precisely where an amount and a date do not.
What not to send
Never send your password. Nobody will ask you for it, it is stored only as a hash that cannot be read back, and it is no use to anyone helping you.
Never send an API key or a mailbox app password either. If you think one has been exposed, replace it at the provider and put the new one in — do not paste the old one into a message to prove it was wrong.
Do not attach your CV unless you have been asked for it.
Things that need a person today
Deleting your account and the data in it is one: there is no button for it in Rolehound, so it has to be asked for. Anything where you believe you have been charged wrongly is another. So is a mailbox that still refuses to connect after you have generated a fresh app password, since that usually means the fault is not at your end.
Where to write
Use the form on the contact page. It reaches a person who reads what you write.
It is still worth reading the article closest to your problem first. A fair number of messages answer themselves halfway through being written, and the ones that do not are much easier to answer when the reader has already ruled the obvious things out.