How to get help and contact support

Your options, from fastest to most hands-on

When you hit a snag, you have three layers of help, and it's worth trying them in order because the first two are often instant.

1. This help center — self-serve articles for the whole platform and every app.
2. In-app support — open a ticket from inside your workspace when you need a person.
3. Direct contact — reach the support team through the contact options provided in the help center.

1. Search the help center first

Most questions are already answered here.

1. Open the StretchSuite help center.
2. Use the search to describe your problem in plain words ("send an invoice," "unlock StretchShop," "switch workspace").
3. Browse by product hub if you'd rather navigate — there's a hub for Getting Started and one for each app.

Because the help center is organized into product hubs with categories and articles, you can usually go straight to the right app's section. See How the support hub is organized.

2. Open a support ticket from the workspace

When self-serve isn't enough, StretchSuite includes StretchSupport, the built-in ticketing app, so you can raise an issue without leaving your workspace.

1. Sign in to your workspace.
2. Open Support (in the Comms & Legal group) or use the support/help entry point.
3. Create a new ticket describing your issue.
4. Submit. You'll get updates as the team responds, and your ticket carries the context of your organization automatically.

3. Contact the support team directly

If you can't sign in (for example, an account or verification problem), use the contact options published in the help center to reach support from outside the workspace. Include your account email so we can find you.

How to write a request that gets solved fast

A good support message saves a round-trip. Include:

1. What you were trying to do — the goal, not just the error ("I was trying to send my first invoice").
2. What happened instead — the exact message or behavior.
3. Which app and organization — e.g., "StretchBooks, in my Harbor & Vine workspace."
4. What you already tried — so we don't repeat it.
5. A screenshot if you can — it's often worth a hundred words.

A realistic example

Maria can't unlock StretchShop after paying. Instead of writing "it's broken," she opens a ticket that says: "Goal: use StretchShop. I upgraded to Pro for my Harbor & Vine organization and completed checkout, but StretchShop still shows locked in My Apps. I refreshed and confirmed I'm in the Harbor & Vine workspace. Receipt number attached." That message contains everything support needs to resolve it in one reply.

Tips

• Try search first — many issues (locked apps, wrong organization, verification) have a self-serve fix that's faster than waiting on a reply.
• One issue per ticket keeps things moving; open separate tickets for unrelated problems.
• Include your organization name — with multi-tenant isolation, we need to know which workspace you mean.
• Keep your receipt/invoice handy for any billing question.

Troubleshooting

I can't sign in to open a ticket. Use the help center's direct contact option instead, and include your account email.

My issue is about billing. Have the relevant invoice open (Billing app → billing history) and reference it in your ticket.

It's about a specific app's feature. Check that app's own help hub first — the answer is often there — then open a ticket if you're still stuck.