Contact Support¶

If you cannot resolve your issue using the troubleshooting guides, our support team is here to help.

Support Channels¶

In-App Chat¶

The fastest way to get help is through the Outsprint chat. Type "I need help with..." and the AI assistant will either resolve your issue or connect you with a support agent.

Email¶

Send an email to support@gooutsprint.com with a description of your issue. Include the following details to help us resolve it faster:

Your organisation name
The email address associated with your account
A description of the issue and the steps to reproduce it
Any error messages you are seeing
Screenshots if applicable

Support Portal¶

Visit our support portal to submit a ticket, check the status of existing tickets, and browse our knowledge base for additional help articles.

Response Times¶

Plan	Initial Response
Professional	Within 24 hours (business days)
Enterprise	Within 4 hours (priority support)

What to Include in Your Request¶

To help us resolve your issue quickly, please include:

What happened -- describe the issue clearly
What you expected -- what should have happened instead
Steps to reproduce -- the exact steps that led to the issue
Screenshots or screen recordings -- visual evidence helps us diagnose faster
Browser and device -- which browser and operating system you are using
Timing -- when the issue started and whether it is consistent or intermittent

Pro Tip

Check the audit log for recent changes that might explain unexpected behaviour. Settings changes, role updates, and integration disconnections are all logged there.

Known Limitations¶

Before contacting support, check if your issue is a known limitation:

Data residency cannot be changed after initial setup (Enterprise plan)
Cancelled accounts have a 30-day grace period before data deletion
Feature flags are managed by the Outsprint team and cannot be changed by tenant admins
Import undo is available for 24 hours (HubSpot undo for 48 hours) after the import completes