We're here to help. Before you write, Troubleshooting covers the most common issues — missing tasks, calendar events not appearing, sign-in trouble, and dates being off by a day — and usually resolves them in under a minute.
In the app
- Open Help from the header tools menu, or Settings → Help.
- Choose Chat with Support.
- Describe what you tried, what you expected, and attach a screenshot if it helps.
Signed-in users get the fastest routing, because your account and workspace context come through automatically.
Write to [email protected] from the email address on your account. Sending from a different address slows things down — we can't match it to your account without asking.
What to include
The difference between a one-reply resolution and a four-email thread is almost always the detail in the first message:
| Include | Why |
|---|---|
| Account email | So we can find your account |
| Workspace name | Which workspace the issue is in — never send a password |
| What you expected vs what happened | The single most useful line in any bug report |
| The page or URL | Tells us exactly where to look |
| Roughly when it happened | Lets us match it to logs |
| Browser or app version | Browser and version, or iOS/Android app |
| Scope | One task, one project, or everything |
| A screenshot | Frequently answers the question outright |
For anything intermittent, note how often it happens and whether it's tied to a particular action.
Status and outages
Check keeponward.com/status for platform incidents before opening a ticket. If something is already a known incident, the status page will have more current information than we can give you by email.
Feature requests
Feature requests are welcome at the same address. Tell us what you're trying to accomplish rather than the feature you have in mind — the underlying problem is more useful to us, and sometimes there's already a way to solve it.
Where else to look
- Help Center — product how-tos, which is what you're reading
- FAQ — pricing, plans, refunds, and company questions
- Troubleshooting — common issues and their fixes
Common questions
How do I contact Onward support?
Settings → Help in the app, or email [email protected] from your account email address.
How fast will I get a reply?
We work through requests in order received. Including the details above genuinely speeds things up, because it avoids a round trip just to gather context.
Is Onward down?
Check keeponward.com/status first. If the status page is clear, try the steps in Troubleshooting.
Can I get help with billing?
Yes. Include your workspace name and account email. See Workspaces, seats, and billing for what you can resolve yourself.
Should I send my password?
Never. Support will never ask for your password, and you should never include one in a message.