Contacting Support
If you can't find what you need in this manual, real humans are ready to help.
How to get support
Best for non-urgent issues, questions, feature requests.
In-app chat
Click the ? icon → Chat with us:
- Available during business hours (9 AM – 6 PM Pacific, weekdays)
- Pro+ users have extended hours
- Business tier has priority queue + dedicated account manager
Phone (Business tier)
Direct line for Business tier users — provided when you sign up. Expected response within 1 business hour.
Help docs
You're reading them. Search the help drawer (? icon) — many questions answered instantly.
What to include
To get the fastest answer, tell us:
- Your email or business name — so we can find your account
- What you're trying to do — the goal, not just the action
- What's happening instead — the actual error or issue
- What you've tried — saves us suggesting things you already did
- Screenshots — a picture is worth 1,000 words
- Browser / device — Chrome on Mac? iPhone iOS 17?
- Customer / invoice ID if relevant
Response times
- Starter — within 2 business days
- Pro — within 1 business day (usually same day)
- Business — within 1 business hour for urgent issues
Urgent definition: app down, payments not processing, can't access account.
Status page
Before contacting support, check status.handybook.app:
- Real-time service status
- Incident history
- Subscribe to updates by email or RSS
If we're having an outage, it's posted there with ETA.
Common requests we handle quickly
- Resetting your 2FA when you've lost your phone (with identity verification)
- Recovering deleted records (within recovery window)
- Bulk operations not available in the UI
- QuickBooks / Stripe sync re-syncs
- Account ownership transfers
- Custom report builds (Business tier)
Things support can't do
- Reach into your Stripe account directly (talk to Stripe for that)
- Restore data after the deletion grace period
- Make changes to your business profile / billing without owner authentication
- Override sales tax laws on your behalf
- Provide legal, tax, or accounting advice
Feature requests
Have an idea? We want to hear:
- Roadmap → Vote / Submit in the app
- Or email feedback@handybook.app
- We review all feedback weekly
- High-vote items get prioritized
- We post our quarterly roadmap publicly
We can't promise every idea ships, but we read every one.
Bug reports
If you found a bug:
- Email bugs@handybook.app or report via in-app
- Include reproduction steps ("when I do X, then Y, the result is Z but I expected W")
- Screenshot or screen recording is gold
- We acknowledge within 24h, typically fix within 1-2 weeks
Security issues
If you found a security vulnerability, please:
- Email security@handybook.app
- Don't disclose publicly until we've patched
- We have a responsible disclosure policy with rewards for legit findings
Account-level emergencies
For things like:
- Suspected unauthorized access
- Major data corruption
- Critical compliance issues
Contact support@handybook.app with subject "URGENT" and we escalate immediately.
FAQ
Do you have a help line for technicians in the field? Pro+ users can call our support line. Business tier has a dedicated rep. For everyone else, in-app chat or email is the fastest path.
Can support log into my account to help? Only with your explicit permission, and only for the specific session. We use secure impersonation tools that audit-log everything we do.
Is there a HandyBook user community / forum? Yes — community.handybook.app. Other users + occasional staff. Great for "how do I" questions, tips, and connecting with peers.
Will support help me migrate from another tool? Yes — for Pro+ tiers, we offer guided migration. Free for first 100 customers / 200 jobs. Larger migrations have a one-time fee.
Can I get on a video call with support? For Business tier — yes, scheduled. For other tiers — chat and email are how we work; we keep prices lower by avoiding video calls except for paid setup help.