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Plans and data protection

Contact support

Send a question or a problem to the Sealed Print team from the web app, with a screenshot of the page you are on. Black out personal data before sending.

When something does not work as expected or you have a question, send a support request directly from the web app. The Sealed Print team receives it together with the page you are on, the app version, your browser and your account, so you do not have to explain where you were.

Prerequisites

  • A Sealed Print account and an organization. Every member can send support requests, on every plan.
  • A browser session: support requests are sent from the web app, not with an API token.

One-time setup

Nothing to set up. Support is in the sidebar of the web app, above API documentation. On a phone, open the menu first.

Every time

  1. Go to the page where the problem occurs and select Support in the sidebar. A panel opens at the bottom right; you can keep using the app while it is open, and what you typed stays there when you close it.

  2. Enter a Subject and a Description: what happened, what you expected, and the steps to get there.

  3. Optional: select Take screenshot. Sealed Print takes a picture of the visible page, without the support panel, and opens it for editing right away:

    • Crop keeps only the area you drag over.
    • Redact covers an area with an opaque black box. The box is burned into the image, so what is underneath does not reach us.
    • Highlight draws a frame around a spot you want to point out.

    Select Apply to keep the edited image. The pencil on an attached image opens the editor again.

  4. Optional: select Attach file to add images, PDF files or text files such as logs. A request can have up to 5 attachments of at most 10 MB each and 25 MB together.

  5. Select Send request. The panel shows a reference number such as SR-3F9A21C0. We reply by email to the address of your account; quote the reference number if you write to us about the same request.

Screenshots and files may contain personal data, for example names in the queue or in documents. Black out anything that is not needed to understand the problem with Redact before sending. Sealed Print deletes the request and its attachments as soon as they have reached the support team; the privacy policy explains the details.

Troubleshooting

  • The screenshot fails or looks incomplete: take a screenshot with your operating system instead and add it with Attach file. Images from other websites or embedded previews may be missing from the screenshot.
  • Sending fails with too many requests: a person can send 10 support requests per hour. Wait a little and send it again; what you typed is kept.
  • An attachment is refused: only images (PNG, JPEG, WebP, GIF), PDF and text files are accepted, at most 10 MB each. Compress large files or send only the relevant pages.
  • You cannot sign in: the support panel needs a signed-in account. Write to the email address in the legal notice instead.

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