What to write about
A sign-in link that did not arrive (check spam first; the link works once and expires in fifteen minutes, and a second request replaces the first). An export — PDF, EPUB, DOCX or cover — that a store or a reader app refused. A chapter that came out in the wrong language, at the wrong length or off the brief. A plan, a charge or a refund. A tool on this site giving a number that does not match the platform page it cites — that one we want most, because the fix is a page everyone then gets right.
What to include
For a book: its title. For an export: the file type and the app or store that rejected it, with the message if there was one. For a wrong chapter: the chapter number and one line on what you expected. For a sign-in problem: the address you typed. Never send a password — there are none — and do not paste a whole manuscript into an email; the book is already in your account.
What we do not do by email
Write or edit a book for you, review a manuscript, or advise on whether a particular book will sell. The guides under Resources are the honest answer to the last one, and the studio is the answer to the first two.
Common questions
Straight answers
How fast is a reply?+
Usually within a working day. During early access the same people answer mail and build the product, so a hard bug can take longer to fix than to acknowledge — you will hear back either way.
Can I request a feature?+
Yes, and the useful form is the job you were trying to do, not the button you wanted. Uploading your own cover image and a few more languages are the two most asked for; both are on the plan.
Is there a phone number or a chat?+
No. Email keeps the book title, the file and the answer in one thread you can find again.
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