Contacting support

Summary#

Metric Vault support runs on request forms and email — there is no phone queue. The Help Center's Contact & requests page at metricvaultai.com/help/support/ carries four forms: a bug report, a feature request, customer support, and an SEO specialist consultation. Every submission lands in the same queue and gets a reply by email. Write with six specific details and the answer usually comes back in one reply rather than three. This page tells you which channel to use, what to include, and which problems you can settle yourself in less time than it takes to write the message.

Purpose#

A support reply is only as fast as the information in the first message. Almost every avoidable delay comes from the same gap: we cannot see your screen, so a description of a conclusion ("the tool is broken") gives us nothing to look up, while a description of an action ("I ran Gap Finder on nike.com versus adidas.com at about 09:40 UK time and got this message") can be found in seconds. This page exists to make that first message a good one.

Requirements#

Nothing beyond the email address on your Metric Vault account. Write from that address where you can. A message from an unrelated address about an account we cannot link to it takes longer, and for anything touching billing or personal data we will ask you to write from the account address before we act.

Permissions#

Support is available on every plan, including Free. There is no plan tier that buys a faster queue, and nothing in this article requires an administrator.

Navigation Path#

Help Center → Contact & requests — metricvaultai.com/help/support/

The hub has its own Support tab in the Help Center sidebar on every page, and a quick link under the home page's search box. Signed-in users have the same four forms inside the app: Dashboard → Help, under Still stuck? Talk to us — there your account email attaches automatically, and a bug report carries the tool you were just in. Email links also appear in the site footer under Resources → Support on the homepage, the pricing page, the free tools pages and every legal page.

Step-by-Step Guide#

1. Check whether it is a known outage#

Open System status in the site footer. If the platform is having a widespread problem, it is on that page and you do not need to report it. Come back when it clears.

2. Try the two-minute self-checks#

These resolve a large share of reports without a message:

1. Read the message on screen and search for it in Error message reference. Every message we produce is listed there with its cause and its fix.
2. Reload the page. A tab left open for a long time can hold a stale session and produce sign-in and loading problems that a reload clears. See The dashboard is stuck loading.
3. Check your plan and credits. A refusal that names a plan or a monthly limit is a gate, not a fault. See I ran out of credits and "This feature requires the ... plan".
4. Try one other tool. If everything fails, it is your session or your connection. If only one fails, it is that tool.

3. Ask the in-app assistant for product questions#

Press Ctrl + / anywhere in the dashboard, or click the assistant bubble, to open the Metric Vault Assistant. It answers questions about what a tool does, which tool suits a job, and how a feature works, and it can point you at the right screen.

Be clear about its limits. The assistant cannot see your account, your plan, your usage or your run history, and it cannot open a support case, issue a refund or change anything. For anything account-specific, email us.

4. Choose the right channel#

The Help Center's Contact & requests page at metricvaultai.com/help/support/ is the preferred route, because each form asks for exactly the details that request needs:

Every form replies to the email address you enter. Plain email still works and reaches the same team:

Either address reaches us. If you are unsure, use hello@metricvaultai.com.

Two requests have a specific form:

• Privacy and data rights. Email hello@metricvaultai.com with the subject line Privacy Rights Request. We respond within 30 days. See GDPR and compliance.
• Account deletion. Go to Dashboard → user menu → Account → Danger Zone and click Delete Account. After you confirm at This permanently deletes your account and all data. Continue?, your mail client opens a message to support@metricvaultai.com with the subject Account deletion request, pre-filled with your address. Send it. Deletion is handled by a person, not by the button. See Deleting your account.

5. Write the message#

Include these six things. They are the difference between one reply and four.

Add a screenshot as well as the text. The screenshot shows what you saw; the text is what we can search for.

Useful extras when they apply: your browser and operating system; whether you were working in your own workspace or a teammate's; the interface language you had selected; and a share link or export if the problem is with a file.

6. What happens next#

We reply to the address you wrote from. If your report needs an account lookup, we check your plan, your usage, your recent runs and the health of the tool you named before answering, so a precise message often gets a diagnosis in the first reply rather than a request for more detail.

Troubleshooting#

FAQs#

Is there live chat or a phone number? No. Support runs on the request forms and email, both answered from the same queue. What the forms add is structure — a bug report arrives with its severity and steps to reproduce already attached, which usually saves one round-trip. The in-app assistant is an AI product guide, not a route to a person.

Does a paid plan get faster support? Every plan is answered from the same queue. Enterprise agreements can include specific arrangements; ask before you buy rather than assuming. See Enterprise and custom agreements.

Can support see my data? Support can see your plan, your usage, your run history and the health of the tools you used. That is what makes a diagnosis possible. We ask for your account address so we look at the right account.

Can support run a report for me? In some cases, yes. If a workflow keeps failing on the AI provider's side, the message on screen invites you to email us and says the team will run the analysis for you.

Can I get my data out before contacting you? Yes, and it often helps. Dashboard → user menu → Account → Danger Zone → Export downloads a JSON summary of your account. Individual results export as PDF, Excel, CSV or JSON from any tool. See Exporting results and Exporting your data.

How do I report a security problem? Email hello@metricvaultai.com with the details. Do not post it publicly. If a credential of yours is involved, revoke it first, then write.

How do I request a feature? Use the Feature request form at metricvaultai.com/help/support/, or email support@metricvaultai.com, which is where the Feature requests link in the site footer points. Describe the job you are trying to do rather than the control you want, so we can consider the whole problem.