Support

Something is not working

Say which organisation you are writing from, which screen you were on, what you expected and what happened instead. A screenshot, or a photo of the phone, saves a round trip.

If a defect or an outage stops you using Sitekeep for a stretch and we cannot put it right in a reasonable time, section 7 of the refund policy sets out the credit for the period affected. Write first — most things are fixed faster than a refund can be processed.

Billing, invoices and refunds

Your subscription is sold by Paddle.com Market Ltd, our merchant of record, so your invoices and your card live in its billing portal — the one “Manage payment” opens inside the application. Write here for anything it cannot answer.

A refund request gets a reply within three business days. What qualifies is in the refund policy.

Your data, and a privacy question

Where things are kept, who else handles them, and how to have something changed or removed. The privacy policy answers most of it, the subprocessor list names every third party, and the data processing agreement is what we promise an organisation about the personal data we hold for it.

A security problem

Suspected unauthorised access to an account, a vulnerability, or anything that looks like one. It is the address the terms ask you to use.

Legal notices

Formal notice under the terms is served here, and nowhere else.

If you scanned a poster

You reported a problem to the organisation named on the form, not to us, and they are the ones who will get back to you. Ask them about your report — it is their record. Nobody watches that form around the clock: if someone is hurt, or there is fire, gas or flooding, call your local emergency number and tell someone on site.

What happens to your request explains where your details went.