Get support
Email us
Section titled “Email us”Send anything you need help with to help@tophhie.cloud.
That is the whole process. One address covers every Tophhie Cloud product, so you do not need to work out which team owns your problem before you write.
| General support | help@tophhie.cloud |
| Tophhie Cloud API | api-support@tophhie.cloud |
| Security vulnerabilities | See reporting a vulnerability below |
Try the docs first
Section titled “Try the docs first”Not to fob you off. This knowledge base covers every product in detail, and a fair number of support emails are answered by a page that already exists, which you can read now rather than after a reply.
Search from the box at the top of any page. It covers every product at once, so you do not have to know which section owns your answer before you look.
What to include
Section titled “What to include”The fastest replies come from emails that contain enough to reproduce the problem. Roughly:
- Which product, and where you were in it.
- What you expected, and what happened instead.
- When it happened, with a rough time and date if it was a one-off.
- What you are using: the device, the operating system, the app version or the browser.
- A screenshot, if there was anything on screen.
The single most useful thing is the exact wording of any error message. Paraphrasing loses the detail that identifies the cause.
What not to include
Section titled “What not to include”Never send us a password, a recovery code, a two-factor code, or a full payment card number. Nobody at Tophhie Cloud will ask for any of them, and an email asking you for one is not from us.
If you have already sent a password in an email, change it rather than assuming the message went unread.
Reporting a security vulnerability
Section titled “Reporting a security vulnerability”Security issues have their own route and their own expectations. Read the Security Vulnerability Disclosure Policy before you report, and follow the process it sets out.
Please do not open a public GitHub issue for a suspected vulnerability.
Where you are emailing from
Section titled “Where you are emailing from”Write from the address on the account where you can. A request about an account, made from an unrelated address, is slower because it has to be verified first, and for anything touching security it may not be actionable at all.
Documentation problems
Section titled “Documentation problems”If the fault is with these docs, a page that is wrong or missing, you can fix it yourself. Every page has an Edit page link at the foot that opens the source on GitHub. See Contributing.
Emailing us about it is fine too.