Human Support for Pro
Last updated
Premail Pro includes access to human support. If you run into a bug, have a billing question, or need help getting something working, you can submit a request and a real person will respond.
To reach support, open Premail, go to the Account tab, and click Contact support. That opens the premail.pro/support form already verified as Pro. You'll need to provide your name, email address, and a description of the issue. Choose a subject that matches your request: bug report, billing question, feature request, or other.
The verification is a short-lived support pass that Premail requests for you. It can only be used to send a support request and expires after 30 minutes. Your license token never leaves the app, and Premail will never ask you to paste it into a website.
What should you do before submitting a support request?
Most issues are answered in these help articles. Before reaching out, check whether your question is covered here. Common issues have documented solutions that are faster than waiting for a response.
- Classification problems: see Activity Log and Rule Explainability
- Account not connecting: see Adding Email Accounts
- Missed emails while sleeping: see What Happens When Your Computer Sleeps
- API key setup: see AI Model Configuration
What should you include when you get in touch?
Nearly every question is answered faster when the first message includes:
- Your platform and Premail version
- The account type involved (Gmail, Outlook, or iCloud)
- Which AI provider you have configured
- What you expected to happen, and what actually happened
- The relevant entry from your activity log, if a specific message was handled wrongly
Never send an API key, an app password, or an OAuth token. Support will never ask for one.
What is worth checking before you write in?
- Mail not being handled at all - confirm the account is enabled and set to Live rather than Learning, and see sleep and wake.
- A message handled wrongly - the rule trace usually shows why in a few seconds.
- Classification failing - check your AI provider key and remaining credit under AI Model Configuration.
Still have questions?
Contact Support (for Pro members)