Support

Available weekdays

We're here to help

Contact us for account access, compliance questions, or product guidance. Our team prioritises security and uptime-related requests.

Security and compliance overviewAI memory controls and privacy safeguardsSafety reporting, blocking, and escalationBusiness workflow and use-case guides
Email supportWhat to include

Support questions

How fast is support response?

Critical access, billing, and security requests receive same-business-day first responses.

  • Write “URGENT” in the email subject for outages or security incidents.
  • Include timestamps and scope so triage can prioritise impact quickly.
  • Human responders handle requests from the staffed support mailbox.

What should I include in a support request?

Share reproducible steps, affected IDs, and timestamped environment details in your first message.

  • Attach conversation IDs or invite tokens when applicable.
  • Add browser or app versions plus timezone to speed investigation.
  • Provide exact error text to support targeted log tracing.

How does Modgee handle sensitive support issues?

Sensitive reports are triaged through restricted channels with security-first handling.

  • Support will never ask for your password or active session tokens.
  • Security and privacy requests are escalated immediately.
  • After-hours alerts route to on-call responders for critical incidents.
Contact Modgee Support
We respond from a staffed mailbox so you get a human reply with context.

Primary channel

[email protected]

Include any error messages and timestamps so we can trace logs quickly.

Secure handling

We route sensitive reports through restricted channels and never ask for your password or session tokens.

Response times
We prioritise incidents that affect access, privacy, or delivery.

  • Account access & billing

    Same-business-day first response for sign-in, subscription, or billing issues.

  • Security & privacy

    Immediate triage for suspected compromise or data requests with a secure handoff path.

  • Product help

    Guidance on messaging, invites, and settings with step-by-step remediation links.

For outages or urgent security issues, mention "URGENT" in the subject line so we can triage immediately.

What to include
Adding context helps us reproduce and resolve your request without back-and-forth.
  • Steps to reproduce the issue and when it started
  • Conversation IDs or invite tokens if relevant
  • Browser/app version and a timestamp with timezone
Coverage window
We operate during standard business hours with on-call escalation.
Weekdays08:00–18:00 AEST

After-hours alerts are routed to on-call responders for availability or security-impacting incidents.

Support FAQ

How fast will support reply?

Most account and billing requests get a same-business-day first response, while urgent incidents are triaged immediately.

What should I do for a suspected security incident?

Email support with 'URGENT' in the subject, include impact details, and we will start secure incident triage right away.

How can I recover account access?

Contact support from your registered email, share your username and last successful sign-in time, and we will guide recovery safely.

Can support help with billing issues?

Yes. Support can help with invoices, failed renewals, plan changes, and cancellation timing from the same support channel.