> ## Documentation Index
> Fetch the complete documentation index at: https://docs.myclerkbook.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact support

> Where to write, what to include, and which address handles privacy and rights requests.

Two addresses, and which one you use matters.

<Columns cols={2}>
  <Card title="help@myclerkbook.com" icon="life-ring" href="mailto:help@myclerkbook.com">
    Everything about using myClerkBook: something is broken, something is
    confusing, something is billed wrongly.
  </Card>

  <Card title="legal@myclerkbook.com" icon="scale-balanced" href="mailto:legal@myclerkbook.com">
    Privacy requests, POPIA and GDPR inquiries, and anything about the Terms of
    Service.
  </Card>
</Columns>

## Support

[help@myclerkbook.com](mailto:help@myclerkbook.com) is the support inbox, and it
is also the reply address on every email myClerkBook sends you. **Replying to
any email from us reaches the same place**, so you never have to find this page
to answer one.

How quickly you hear back depends on your plan:

| Plan    | Response                          |
| ------- | --------------------------------- |
| Basic   | Within 48 hours, on business days |
| Premium | Within 24 hours                   |

## Privacy and rights requests

[legal@myclerkbook.com](mailto:legal@myclerkbook.com) handles privacy requests,
POPIA and GDPR inquiries, and Terms of Service contact.

**Send a rights request there rather than to support.** Access, correction,
erasure and the rest are formal requests with obligations attached, and sending
one to the general support inbox risks it being handled as an ordinary question.
[Compliance](/privacy-and-security/compliance) sets out what you can require and
[Data retention and deletion](/privacy-and-security/data-retention-and-deletion)
sets out what happens when you do.

## Before you write

<Steps>
  <Step title="Check the status page">
    [status.myclerkbook.com](https://status.myclerkbook.com) carries uptime and
    incident history. An incident there is already known and already being
    worked on.
  </Step>

  <Step title="Check troubleshooting">
    [Troubleshooting](/support/troubleshooting) covers signing in, figures that
    look stale, and reading documents, which is most of what arrives in the
    inbox.
  </Step>
</Steps>

## What to put in the email

The more of this you include, the fewer rounds it takes.

* **Which book**, by name, if the problem is in one.
* **What you expected, and what happened instead.** Both, separately. The gap
  between them is usually the whole answer.
* **When it happened**, roughly, and whether it has happened more than once.
* **What you were using**: browser and device, or the installed app.
* **A screenshot**, if the problem is something you can see.

## What we will never ask you for

Nobody at myClerkBook will ever ask you for any of these, and an email that does
is not from us.

* **Your password.** We cannot read it and we never need it.
* **A bank login, card number or one-time code.** myClerkBook has no facility to
  connect a bank account, and your card details are held by Polar rather than by
  us. See [Payment methods](/plans-and-billing/payment-methods).

Forward anything suspicious to
[help@myclerkbook.com](mailto:help@myclerkbook.com) rather than replying to it.

## The other addresses you will see

Three addresses send you mail and do not receive it. Replies to any of them land
in the support inbox, so replying is always safe.

| Address                         | What it sends                          |
| ------------------------------- | -------------------------------------- |
| `notifications@myclerkbook.com` | Your alerts and summaries              |
| `accounts@myclerkbook.com`      | Sign-in, security and billing email    |
| `hello@myclerkbook.com`         | Product news and other marketing email |

Only `hello@` carries an unsubscribe link, and deliberately so. Your alerts and
your security email are the things the product exists to send, and an
unsubscribe control on a trial expiry warning is an invitation to switch off the
warning.

<Card title="Next: the changelog" icon="arrow-right" href="/support/changelog">
  What shipped and when, and how the log is kept.
</Card>