Getting Help

Who this is for

Something is not working, or you need a change only keysig can make.

How to reach us

Email hello@keysig.co. Contact us, under your name in the app, opens a message to that address. There is no ticket system and no chat; a person reads the mailbox and replies by email. For questions about your data, write from the email on your account, because that is how we know it is you.

Check Troubleshooting first: most of what people write in about has a fix you can do yourself.

What to include

• The email on your keysig account.
• The title of the agreement, if it is about one.
• What you expected to happen, and what happened instead.
• When it happened, and a screenshot if there is something on screen to show.

What support can do

Everything on this list is done by a person, is recorded, and comes with a reason that is quoted back to you in an in-app notification and an email.

• Move an agreement between your label and your personal work, when the wrong choice was made at drafting. Both directions, including for a signed agreement.
• Unstick a pending agreement that is stuck out for signature: the signing request is withdrawn and the agreement returns to draft. Whether the credit is returned is decided with you; a stuck send is not the same as a declined one.
• Add or remove credits on your account, for example when a send was charged but never went out.
• Send a confirmation email again when you have hit the resend cap.
• Transfer a label to a member of its roster, or close a label.
• Change or comp a plan in special cases.
• Delete your account when you cannot do it yourself, after confirming the request comes from the account's email.

What support will never do

• Read your agreements. keysig's support tools show an agreement's title, type, status and dates. They cannot show its contents, and the database is built so they cannot.
• Mark your email confirmed. Confirming proves you control the mailbox, and only you can prove that by opening the link. Support can only send the link again.
• Sign for anyone, or change a signed agreement. A signed agreement is never reset or edited, by anyone.
• Give legal advice. keysig is not a law firm.

If something goes wrong: if you wrote in and heard nothing, check that the message came from your account email and that our reply is not in spam, then write again.