How to get support
How to reach Dropstone support, what to include so we can help quickly, and the right address for billing, privacy, security, and enterprise questions.
Most questions are answered somewhere in Dropstone Support; the search at the top is the fastest route. When they are not, here is how to reach a person.
Before you write
Two things resolve a lot of problems on their own:
- Service status. If Dropstone is having an incident, it is posted there, and there is nothing you need to do but wait.
- Troubleshoot error messages. Most errors you will see in the product have a specific meaning and a specific fix.
Contact support
Use the contact page.
Write from the email address on your Dropstone account if you can; it lets us find you without a back-and-forth. Include:
- What you were trying to do
- What happened instead, with the exact error text if there was one
- Which surface: chat, the CLI (and its version, from
dropstone --version), the SDK, or the dashboard - Roughly when, with your timezone
Do not include passwords, API keys, or card details. If we need to verify something sensitive, we will ask in a way that does not involve sending it over email.
The contact page
The contact page is a conversation rather than a form. An assistant reads what you write, asks for anything it still needs, and shows you the summary it will send; nothing leaves until you press the button, so you can correct it first.
It is watched closely, because it is the front door for people who cannot sign in at all. A message that is not an enquiry, a bare link, a prompt aimed at the assistant, or a key mashed against the keyboard is refused with a sentence saying so. Three of those within half an hour close the form for thirty minutes. If that happens and you have a real problem, email support@blankline.org and a person will read it.
The form is for getting help, not for volume: anything sent in bulk is discarded before it reaches anyone.
The right address
| For | Contact |
|---|---|
| Product help, account, billing | The contact page |
| Enterprise and organization plans | enterprise@blankline.org. A suspended organization can request a review |
| Privacy requests and data questions | privacy@blankline.org |
| Security vulnerabilities | security@blankline.org |
| Legal | legal@blankline.org |
Dropstone is made by Blankline, which is why some addresses are on that domain.
Security reports
If you have found a security issue, email security@blankline.org with enough detail to reproduce it. Please do not post it publicly before we have had a chance to address it. We will acknowledge receipt and keep you informed.
Feedback
If something is not broken but could be better, we want to know. The same support address works, or use the feedback option inside Dropstone Chat. Feedback from the product is tied to your account so we can follow up.
Response times
We reply to every message. Paid plans and organizations are prioritized. If you have not heard back in a few business days, reply to your original message rather than sending a new one, so the thread stays together.
An application for an organization is answered within 3 to 5 business days. Get an organization for your company sets out what follows, step by step.