Finding an answer, reporting a problem, and writing to us.
Everything for getting help is in the Help menu at the bottom of the sidebar.
Select Report a problem, say what you were trying to do and what happened, and select Send report. Write it the way you would tell a colleague. For example: "I sent the annual review form to a client and the request never appeared in the list."
Along with your words, we receive which screen you were on, your browser, the size of your window and the time. That is usually enough for us to find what went wrong without asking. We never receive the page's address or anything on your screen, so nothing about your clients comes with the report. Please do not type a client's details into it. If you do, a Social Security number is masked before it is kept.
We reply by email, to the address you sign in with, if we need to know more or once it is fixed.
If an action fails with "Something went wrong at our end", the message offers Report it. That opens the same box with a reference to the error already attached, so we can find exactly what failed.
If you describe something broken to Ask a question, the answer offers Report this as a problem, with your question already written in.
Clients can tell you when your form is not working for them, with Report a problem with this form at the bottom of the form. What they write appears in the request's conversation, marked Problem with the form, and you get an email about it. Answer them the way you would answer any client message.
We receive a copy too, so we can fix the form if the problem is ours. Our copy says which request it came from, but never the client's name or contact details, and we never write to your clients ourselves.
For anything else, Email support opens a message to hello@cartenda.com.
Still stuck? Write to hello@cartenda.com and a person will answer.