Getting help
Every way to reach us, and what to expect from each.
Something is happening right now
If someone is pressuring you, you have just sent money or shared information you are worried about, or you think an account has been accessed without your permission, a Backgrounder team member is here to help you through it.
If you are in immediate danger, call 911 first. Otherwise, use the I need help form and tell us what is happening in your own words. A real person will reach out, help you understand the situation and your safest next steps. We prioritize these requests and get back to you as quickly as we can.
You also get a free 30-minute call with a Backgrounder team member. We listen, help you understand your options, and work out together what kind of support fits.
You do not need the details figured out first. "I think something is wrong" is enough to start.
I need help
If you are on a Personal plan
For everyday questions, like how a feature works, something not behaving the way you expect, billing or anything else about your account, email support@backgrounder.com or use the help option in the app.
We typically reply within 24 to 48 hours on business days, Monday to Friday, 9am to 6pm Eastern.
Write to support
If you use Backgrounder at work
If your company has a Backgrounder business account, your first stop is whoever manages the account internally. They may already have an answer, or a process for routing requests.
To reach us directly, email support@backgrounder.com, or use the I need help form for anything urgent. Business accounts get a named contact on our Customer Success team. If you are not sure who that is, ask us and we will connect you.
At work
If you are an MSP or IT partner
As a partner managing Backgrounder for your own clients, you get onboarding and enablement support: training and rollout resources for your team, on top of standard support.
Reach out to your Backgrounder partner contact, or support@backgrounder.com if you do not have one yet, and we will set you up with the right resources.
Partners
Paid services
Some situations call for more hands-on help: a deeper research effort, an escalation, or expert help beyond what your plan covers. These services are available to customers with an active paid subscription.
Reach out to support first. We talk through what is going on, and if a paid service is the right fit, we walk you through buying it. From there you work directly with someone on our team who sees it through with you.
Paid services
What to have ready
A first reply that actually helps comes faster when you include:
- What you are seeing or experiencing, in your own words
- When it started, or when you first noticed it
- Any screenshots, messages or account details that matter
- What you have already tried, if anything
You do not need all of this before you write. Send what you have and we will work through it together.