How to Report an Issue or Ask a Question

How to contact us

To report a technical issue, provide feedback, or ask a question, you can:

• Submit a ticket to support.   (The link is seen on the footer of any help desk article, if you are signed in.  )

• You can also contact us via the email given to you at the bottom of your any billing email received from us.  We make every attempt to expedite questions, but keep in mind the response time will depend on the complexity of your question/request!

Request a feature

To request a feature, take a look at the Feature Requests Forum, and if the idea has not already been requested, feel free to add your request.  If you see that the idea has already been requested, be sure to "like" the feature request.  Liking a feature request is a way to "vote" for the improvement and helps us communicate to the product development team what the majority of users want. 

Tips on making a comment or asking for help

New to commenting or not sure how to most effectively make your point? Here are a few tips to help you out when commenting on an article, reporting an issue and leaving comments in general. 

1. Be specific

Let us know why you are contacting us or what compelled you to comment

Technical issues:  To quote publisher Mike Lazarus "Taking your car to the garage and saying it doesn't work isn't really helpful." Be specific!

• If you are reporting a technical issue, be as articulate as you can and leave us browser details, what you are doing when you experience issues, if it is occuring one time only or repeatedly. The more information, the better.  And please let us know the URL of your paper or the paper you have registered the issue. 

• If you are commenting on a post, tell us what compelled you to comment. Did you like a new feature? If so, what? The feature is a flop? Tell us why and what we could do better. 

2. Stay on topic

Regardless if you are browsing articles, posts, or FB entries, it is always good practice to keep questions and conversations organized.  If you see a post about content streams and you have a question about customization, start a new request or take a look to see if you can jump in on a conversation that is already taking place. It becomes confusing for everyone to jump from topic to topic. And it makes it easier to find you and make sure your comments, questions and requests are promptly answered. 

3. Be Nice

Nobody is perfect and we can all have "one of those " days. Even so, it is never appropriate to use insults or offensive language in the Paper.li community.   

Even when you don't agree with publishing peers' opinions, a new feature that we've rolled out, support response times, blog posts or the way the wind is blowing today... disrespectful comments won't improve the situation. 

Praise, kudos, comments -- they are all welcome, and criticism is too, as long as it is constructive. Please note: Rude, incendiary comments in the forum, as comments on a blog, on FB or Twitter that do not lend to fruitful conversation will be removed, disregarded or simply ignored.