1 Support options overview
SoundMinds.ai offers several ways to get help:
Support Contact Form (Recommended)
- Available at console.soundminds.ai/support
- Best for: Technical issues, billing questions, feature requests
- Response time: Within 24-48 hours
Email Support
- General support: support@soundminds.ai
- Billing questions: billing@soundminds.ai
Self-Service Resources
- How-To Guides - Step-by-step tutorials
- Status Page - Check system status and incidents
Tip: The support contact form is the fastest way to get help - it creates a tracked ticket with a reference number.
2 Access the support form
Two ways to access the support form:
From the Console (if logged in):
- Log in to console.soundminds.ai
- Click the Help or Support link in the navigation
- You'll be taken to the support form with your email pre-filled
From the Public Website:
- Go to soundminds.ai/support
- Or click "Support" in the website navigation
- You can submit a request without logging in
Tip: If you're logged in, your email address will be automatically filled in. This helps us respond faster and link your request to your account.
3 Fill out the contact form
The support form has four required fields:
Your Name
- Enter your full name (3-100 characters)
- This helps our team address you properly
Email Address
- Enter a valid email where we can reach you
- Pre-filled if you're logged in
- Make sure to use an email you check regularly
Subject
- Brief summary of your issue (5-200 characters)
- Examples:
- "Can't generate embeddings for my chatbot"
- "Billing question about my subscription"
- "Feature request: Custom widget colors"
Message
- Detailed description of your issue (10-5000 characters)
- Include:
- What you were trying to do
- What happened instead
- Any error messages you saw
- Your chatbot name or ID (if applicable)
- Screenshots or reference numbers (if available)
Important: The more detail you provide, the faster we can help. Vague messages like "it doesn't work" take longer to resolve.
4 Submit your request
- Review your information for accuracy
- Click the Submit or Send Message button
- Wait for confirmation (usually a few seconds)
After submission, you'll see:
- A success message confirming your request was received
- A reference number (format: SUP-XXXXXX)
- Instructions about what to expect next
Important: Save your reference number! You'll need it to follow up on your request or check its status.
5 What happens next
After you submit a support request:
- Confirmation Email: You'll receive an email confirming we received your request
- Ticket Created: Your request is logged in our support system
- Team Review: Our support team reviews incoming requests during business hours
- Response: We'll respond to your email within 24-48 hours (usually faster)
Response Times:
- Billing issues: Priority handling, typically same-day
- Technical issues: 24-48 hours
- Feature requests: Acknowledged within 48 hours, added to our roadmap review
Tip: Check your spam folder if you don't receive a confirmation email within a few minutes.
6 Tips for faster resolution
Help us help you faster:
Include specific details:
- Chatbot name or ID
- Browser and operating system
- Steps to reproduce the issue
- Screenshots of error messages
- Time when the issue occurred
For billing issues:
- Include invoice number or date
- Specify the charge or credit in question
- Mention your subscription tier
For technical issues:
- Describe expected vs. actual behavior
- Include any error messages verbatim
- Note if the issue is intermittent or constant
Avoid:
- Submitting duplicate requests (one is enough)
- Using vague descriptions
- Sending multiple follow-ups within 24 hours
7 Other ways to get help
Before contacting support, you might find answers in:
Guides & Documentation
Status Page
Check soundminds.ai/status for:
- Current system status
- Scheduled maintenance
- Recent incidents
Community Resources
- Check our updates page for announcements
- Review changelog for recent changes