Getting support
How to reach the Firepanel team, what to include, and how to responsibly report a security issue.
We're a small team and we read everything. Here's how to reach us and how to get a fast, useful reply.
Contact us#
The best way to reach support is the Contact page. It's a short form — your name, email, a subject, and your message. Choosing the right subject routes your message correctly:
- General — questions, feedback, anything that doesn't fit below.
- Billing — charges, invoices, refunds, plan changes.
- Bug report — something's broken.
- Security — a vulnerability or security concern (see below).
- Partnership — working together.
Note
We don't publish a support inbox address — the contact form is the front door, and it's monitored. For billing and refunds we typically reply within two business days.
Help us help you#
A little detail goes a long way. When something isn't working, include:
- What you were doing — the project, collection, and action.
- The exact error text, if any.
- What you expected versus what happened.
For billing questions, include the email tied to your account and the approximate date of the charge. See Troubleshooting first — it covers the most common issues and may save you the wait.
Responsible disclosure#
Found a security issue? We want to know, and we'll work with you.
Report it privately
Use the Contact page with the subject Security. Please don't post the issue publicly before we've had a chance to fix it.
Tell us how to reproduce it
Include enough detail to reproduce the issue — steps, affected area, and impact.
We respond quickly
We investigate every report, keep you updated, and — if you'd like — credit you once a fix ships.
We're honest about our stage: Firepanel is young and doesn't yet hold formal certifications like SOC 2. Security is built in from the start, and reports from the community are a big part of how we stay sharp. More on our security posture in Data security.