1. Contact support
Email manuel@getproposa.app. Support is handled by a person; no guaranteed response time applies. Requests are prioritised by severity, account access, billing impact, and security risk.
Write from the email used for your account when possible. For account or privacy requests, Proposa may need to verify identity before making a change or disclosing information.
2. What to include
- A short description of what you expected and what happened.
- The page or feature involved and the approximate date and time, including your time zone.
- Browser, device, and operating system when the problem is visual or technical.
- A screenshot with client names, prices, email addresses, tokens, and confidential material removed where possible.
- A proposal or workspace identifier only when needed. Do not send a public client token in a subject line.
3. Choose the right subject
| Topic | Suggested email subject | Useful next step |
|---|---|---|
| Product or bug | Product support — short description | Include reproduction steps and browser details |
| Billing | Billing — account email | Open Settings → Billing to manage an eligible subscription |
| Privacy or account deletion | Privacy request — request type | State whether the request concerns your account or client data |
| Security | Security report — confidential | Describe impact without exploiting or accessing other users' data |
| Accessibility | Accessibility — page or workflow | Describe the assistive technology and barrier encountered |
4. Billing and cancellation
Authenticated users can open Settings → Billing to view plan status, invoices, and the Stripe management portal when available. Cancelling a recurring subscription stops future renewals according to the date displayed in the billing flow.
If you cannot access the account, email from the account address and explain whether the issue concerns checkout, an invoice, a failed payment, cancellation, or account access. Never send a card number or security code.
5. Security reports
Report suspected account compromise, exposed client links, authentication problems, or vulnerabilities promptly. Include a safe proof of concept if relevant, do not access data that is not yours, and allow reasonable time for investigation before public disclosure.
If a client link was shared with the wrong person, identify the affected proposal and revoke or replace the link from the product where available while contacting support.
6. Before writing
- Reload once and check whether the issue occurs in another supported browser.
- Confirm you are signed in to the intended account and workspace.
- For delayed emails, check spam and verify the recipient address.
- For AI output, keep the original brief and explain which result was incorrect; do not add unrelated personal data.