dply is in private beta, and support is handled directly by the dply team by email. There are no support tiers yet: every plan gets the same help. This page explains how to reach us and how to get an answer quickly.
Contact support
Email hello@dply.io. The address is also linked from Email support in the account menu and from the footer of the public site. Write from the email address on your dply account, so we can find your organization.
Note
There is no in-app chat, ticket form or phone support yet, and no guaranteed response time. We answer beta customers as quickly as we can on business days.
What to include
A request with these details can usually be answered on the first reply:
- Organization name, and the project (site) involved.
- What you expected and what happened, including the exact error text.
- When it happened, with a time zone.
- The deployment, if it's about a build or deploy. Link the deployment from the project's Deploys tab.
- A URL and a request time, if it's about an error on your site. The
cf-rayresponse header helps us find the request.
Never send passwords, API tokens, or the values of secrets or environment variables. We never need them, and we will never ask.
Look here first
Many problems can be diagnosed without waiting for a reply:
| Problem | Start with |
|---|---|
| A build fails | The build log on the deployment, and Troubleshooting builds |
| Your site returns errors or 5xx responses | The project's Logs, and Troubleshooting errors & 5xx |
| Sites show a paused page | Your organization's Billing page, and Paused accounts |
| A charge you don't recognize | Invoices & taxes and Usage & metering |
| A domain won't verify | Domain verification |
| Who changed a setting | The activity log |
Billing questions
Plan changes, cancellation and card updates are self-serve on your organization's Billing page. Email hello@dply.io for anything else about a charge, including a charge you believe is wrong. Include the invoice date and amount.
Report abuse or a security issue
- To report a site hosted on dply that is abusive, see Report abuse.
- To report a vulnerability in dply itself, email security@dply.io and don't disclose it publicly until we've responded. See Compliance & security.