Support Policy

Our commitment to helping you succeed with Kleap.

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Getting Help

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Documentation

Always check the docs first:

• Search for your topic
• Browse related pages
• Check troubleshooting guides

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Discord Community

Join our Discord for:

• Community support
• Tips and tricks
• Feature discussions
• Sharing your projects

Join Discord

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Email Support

For account or billing issues:

• Email: [email protected]
• Human replies: included from Pro — billing and account problems on any plan

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Support Access

Every channel is open on every plan. A human answering is included from Pro, and triaged first on Business. On Free and Launch the assistant helps as far as it can — we will not promise you a human who is not coming. Except for money, data and our own mistakes, which are never gated by a plan: billing, a refund, a double charge, a failed payment, lost data, a bug on our side, or an account change only we can make reaches a human on any plan, including Free.

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What We Help With

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We Support

• Questions about Kleap features
• Billing and account issues
• Bug reports
• Integration questions
• General guidance

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Community Helps With

• Code debugging
• Best practices
• Project advice
• Feature implementation tips

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Outside Our Scope

• Writing your entire app for you
• Third-party service support
• Custom development work
• Legal or business advice

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Reporting Bugs

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What to Include

1. Description - What happened vs what you expected
2. Steps to reproduce - How to trigger the bug
3. Screenshots/recordings - Visual evidence
4. Error messages - Copy exact text
5. Browser/device - Where you saw the issue

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Where to Report

• Chat on kleap.co - Fastest, and it already knows your account and apps
• Discord - For quick community feedback
• Email - For confirmed bugs
• GitHub Issues - For our open source repositories (kleaphq)

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Feature Requests

We love hearing ideas! Share them:

1. Discord - Discuss with other builders
2. Email - Straight to the founder

Include:

• What you want to build
• Why existing features don’t work
• How it would help your workflow

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Availability and Response

Kleap is founder-run. The support assistant in the chat on kleap.co answers at any hour, but human support is one person — the founder — so there are no staffed support hours and no guaranteed response time. “Priority” on Business means your message is triaged first, never that it is answered within a set time. Leave your message on any channel and it will be read. A site that is down or a failed payment is looked at first; everything else is answered in turn, and a weekend or a busy week can stretch that out. Contractual support terms, if any, are stated in the relevant agreement.

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Self-Service Resources

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Before Contacting Support

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Incident Updates

When an active incident affects users, Kleap communicates the relevant update in the product or by email. Contact us on Discord or at [email protected] if you need help with a specific app.

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Security Issues

For security vulnerabilities:

• Email: [email protected]
• Disclosure: Responsible disclosure appreciated

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Feedback

We actively read:

• Discord discussions
• Email feedback
• Social media mentions
• App store reviews

Your feedback shapes our roadmap.

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Support Tips

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Account Issues

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Can’t Log In

1. Check email/password are correct
2. Try password reset
3. Clear browser cookies
4. Contact support if still stuck

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Billing Questions

• Email: [email protected]
• Include your account email
• Describe the issue clearly

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Account Deletion

To delete your account:

1. Export your data if needed
2. Email [email protected]
3. We’ll confirm the request and explain the applicable deletion timeline