How to reach us, what to include so the first reply is useful, and what never to send.
How to reach support
Select Support in the sidebar. It opens the support channel for your account.
Support sits near the bottom of the sidebar, under the main navigation.
Use it when an article has not resolved the problem, or when the answer depends on your specific account.
What to include
The difference between one reply and five is usually what was in the first message. Include only what is relevant:
Your Lead Hero account email
The organization, and the workspace if it matters
The feature affected
Browser and operating system
The exact steps you took
What you expected
What happened instead, with the complete error text
Roughly when it happened, and your time zone
The identifier of the affected lead, call, upload, job or message
Whether it affects one item, one person, or everyone
Whether it also happens on another device or network
A screenshot or short recording, if it contains no confidential data
Error text matters more than a description of it. Copy it exactly rather than summarising.
What not to send
Never send:
Passwords or authentication codes
API keys
Full payment-card or bank details
A complete confidential lead list
If a file is needed to reproduce the problem, send a small synthetic sample instead. Support will ask through a secure channel on the rare occasion real data is genuinely required.
What needs a person
Some requests cannot be answered from documentation, because the answer depends on your account. Go straight to support for:
Billing adjustments, credits, discounts or refunds
Cancellation, or a change to subscription terms
Account-specific pricing
Privacy, security or legal questions
DNC and compliance concerns
Missing data, or a suspected outage
Repeated call audio failures that troubleshooting has not fixed
Support hours and response times depend on your account, so this article does not quote them.
Before you write
Two checks that resolve a good share of reports on their own:
Reload the page. Ctrl+R, or Cmd+R on a Mac.
Check your role and workspace. A page you cannot reach and a folder you cannot see are usually permissions rather than faults. See Manage organizations, workspaces, and members.
Next steps
Handle pricing, cancellation, refund, and account-policy requests: what to send for a billing or contract question
Troubleshoot call audio and answer detection: worth trying before reporting an audio fault