Open a ticket if something is broken or you need help with your account. A ticket includes your account details, which is why it is the right route for a problem rather than the contact form on the website.
Opening one
Settings, under Support. Select New ticket, give it a subject and describe the problem. Existing tickets are listed there, and opening one shows the thread.
Attachments
Screenshots can be attached. They are stored in private storage and served only through a route that re-checks ownership of the ticket, so an attachment is not retrievable by anyone who does not own it.
Where replies arrive
In the ticket thread and by email to the address on the account.
Tickets, feedback and the contact form
- A support ticket is for a defect or an account problem.
- Feedback is for experience and feature requests rather than defects.
- The contact form is for anyone without an account, and for anything that is not about a specific account.
Retention
Ticket attachments are stored in a different store from your books and are not removed when an account is deleted. They are removed on request. See the data deletion notice.