Support
Open a support request in the Client Portal or email Groundfloor support, what to include, who sees a request, and what never to send.
Ask us for help when something in Groundfloor doesn't work as you expect and the docs don't help. Start with Troubleshooting and FAQ: most pages also end with a troubleshooting table.
There are two ways to reach us:
- Open a support request in the Client Portal. You and your team follow it, and we reply, on the request's page. This is the best way for most questions.
- Email support, if you can't use the Client Portal or prefer email.
We work Bangladesh business hours, Sunday to Thursday, in the Asia/Dhaka time zone (UTC+6). Requests and emails sent outside those hours are read on the next working day. We reply as soon as we can, but we don't promise a response time.
Support requests in the Client Portal
Who can open a request
Owners, Admins, Billing admins, Writers, Members and Partners of your organization can open a request for it. You need to have accepted your invitation to the organization.
M2M tokens, workload identities and your app's users can't open requests. If you use an app that a company built on Groundfloor, see If you use an app built on Groundfloor.
Open a request
Go to Help & support
In the Client Portal sidebar, under Help, click Help & support, then New request. The request is for the organization of the workspace you have open; choose another workspace in the switcher at the top to change it.
Fill in the form
| Field | What to enter |
|---|---|
| Subject | A short summary, up to 200 characters, such as "Can't connect to my database" |
| What is this about? | Technical problem, Billing, Account and access, Security or Something else. The topic decides who in your organization can see the request; see Who sees a request |
| How urgent is it? | Low, Normal (the default), High or Urgent. Use Urgent only when production is down |
| Workspace (optional) | The workspace it's about, if any. It starts on the workspace you have open |
| What happened? | What you were doing, what you expected, and what happened instead. See What to include |
The form reminds you: Never include passwords, API keys or tokens. If the subject or text looks like it contains one, you see a warning before you send. Remove it if you can.
Send it
Click Send request. The request opens with its number, such as #1234, and you get a confirmation email. We reply on the request's page.
If what you sent still looks like it contains a secret, you see: "This looks like it may contain a secret. If it does, rotate it, and ask Groundfloor to redact it." The request is sent either way. See If you shared a secret by mistake.
From an error message
When an error in the Client Portal tells you to contact support, it also offers open a support request. The link opens New request with the topic, a subject and the error's details already filled in: the error code and message, the page you were on, and the workspace or item involved. Only the page's path is attached, never the full address.
Check Details we'll attach before you send, and click Don't attach to leave them out. Nothing is sent until you click Send request.
Who sees a request
| Who | Sees |
|---|---|
| The person who opened it | Their own request, always |
| Owners | Every request in the organization, including security reports |
| Admins | Every request except security reports |
| Billing admins | Billing requests, and their own |
| Writers, Members and Partners | Only their own requests |
A Security request is visible only to the person who opened it and the organization's Owners.
Anyone who can see a request can reply to it, mark it resolved or close it. Groundfloor may change a request's topic, for example to Security, and that changes who can see it.
The organization's activity log records when a request is opened or closed, with its number only: not who opened it, its topic or its text. Security requests don't appear there at all.
Follow a request
Help & support lists your organization's requests that you can see. Use Show to switch between Open requests and All requests, and Topic to filter by topic. Click a request to read the conversation and reply. Replies from Groundfloor are signed Groundfloor Support.
| Status | Means |
|---|---|
| Open | We haven't replied yet. A resolved request you reopen before we've replied goes back to Open |
| Waiting for Groundfloor | You replied after our answer, or reopened a resolved request we've already answered; it's our turn |
| Waiting for you | We replied; it's your turn |
| Resolved | You or Groundfloor marked it resolved. Reply to reopen it |
| Closed | Finished for good. You can't reply or reopen it; open a new request and mention its number |
On a request's page, click Mark resolved when your problem is solved, or Close to finish it for good.
Emails you get
| When | |
|---|---|
| You open a request | "We got your request #N" |
| Groundfloor replies | "Groundfloor replied to #N" |
| Groundfloor marks it resolved | "Request #N resolved" |
The emails contain only the request's number, such as "Request #1234", and a link to it. Neither the subject nor the text of the messages is emailed: read and answer on the request's page in the Client Portal.
They go to the person who opened the request. If that person has left the organization, they go to its Owners. You don't get an email for your own replies, or when you resolve or close a request yourself.
Limits
To keep the queue usable for everyone:
- each person can open about 5 requests an hour and send about 60 replies an hour;
- an organization can open 20 requests a day;
- an organization can have 25 requests open at once. Resolved and closed requests don't count.
When you reach one, the Client Portal tells you which. Wait, or resolve or close requests you no longer need. A reply that would reopen a resolved request also counts as opening one. If you can't wait, email support.
Email support
Email support@groundfloor.cloud.
On Help & support, under Prefer email?, Contact support opens an email to us with your organization and workspace details already filled in. Add what happened before you send it.
| Your question is about | Put this in the subject |
|---|---|
| A security issue, such as a suspected vulnerability or someone getting access they shouldn't have | Security |
| Billing, plans or statements | Billing |
| Anything else | A short summary of the problem |
What to include
The more of this you send, the fewer questions we need to ask before we can help. A request in the Client Portal already knows your organization, so you can skip the first item there.
- Your organization's name and ID. In the Client Portal, click Organizations, then your organization. The name is the page title, and the ID is the last part of the address:
/organizations/<organization-id>. - The workspace. Its name and ID are at the top of the workspace's page, with a copy button next to the ID. See Find your workspace.
- What happened, and what you expected to happen instead.
- The exact error text. Copy and paste it, or attach a screenshot to an email. For the
gfCLI or the API, include the command or request (with any secrets removed) and the full response. - When it happened, with your time zone.
- Steps to reproduce it, if you can.
Requests in the Client Portal take text only, so send screenshots by email.
Never send secrets
Don't put any of these in a request, an email, a screenshot or a log you attach:
- passwords
- API keys, client secrets, M2M tokens or any other token
- database credentials or connection strings that contain a password
We never need them to help you. Keep them out of a request's subject as well as its text: the subject appears in the request list for everyone who can see the request.
If you shared a secret by mistake
- Rotate it straight away: change the password, or create a new key, secret or token and delete the old one. See Secrets and M2M tokens.
- Ask us to redact it. Reply on the request, or email us, saying which message or subject holds it, without repeating it. We replace it with "[redacted by Groundfloor]".
Redacting removes the secret from the request, but not from our backups, so always rotate it as well.
If you use an app built on Groundfloor
If you sign in to an app that a company built on Groundfloor, contact that company, not Groundfloor. They run the app, manage its users and can see what went wrong. Groundfloor support helps the teams who build on Groundfloor.
Troubleshooting
| Problem | Cause | Fix |
|---|---|---|
| "Support tickets are available to members of this organization." | You aren't an accepted member of the organization, or your role there can't open requests | Accept the invitation, ask an Owner for one of the roles in Who can open a request, or email support |
| "Support requests belong to an organization." | No workspace is open, so the Client Portal doesn't know which organization the request is for | Choose a workspace in the switcher at the top |
| You can't find a request a teammate opened | Its topic hides it from your role | See Who sees a request; ask them or an Owner |
| "This ticket is closed." | Closed requests are final | Open a new request and mention the old number |
| A message about too many requests | You reached a limit | Wait, or resolve or close requests you no longer need |
Next steps
- Troubleshooting and FAQ — answers to the most common questions.
- Workspaces — find a workspace's ID.
- Team and roles — what each role can do.
- Activity log — see who changed what, and when.
- Support API — open and follow requests from your own tools.