Contact Support

Need help with PlantKeeper? Our support team is here to assist you. This guide covers how to get help, what information to provide, and expected response times.

🎯 What You'll Learn

• How to contact PlantKeeper support
• What information to include for faster resolution
• Expected response times by plan
• Alternative help resources
• How to report bugs and request features

⚡ Quick Contact

Email Support: support@plantkeeper.com

Response Times:

• Free Plan: Within 48 hours (2 business days)
• Pro Plan: Within 24 hours (priority support)
• Team Plan: Within 12 hours (phone support available)

Before Contacting:

1. Try Troubleshooting Guide (solves 70% of issues)
2. Check FAQ (quick answers)
3. Ask Plant Doctor for plant care questions

📚 Complete Guide

Contact Methods

1. Email Support ⭐ (Recommended)

Email: support@plantkeeper.com

Best For:

• Account issues
• Technical problems
• Billing questions
• Bug reports
• Feature requests

Why Email:

• Attach screenshots/photos
• Detailed explanations
• Reference thread for follow-ups
• Works across all plans

2. In-App Support

Access: Settings → Help → "Contact Support"

Features:

• Auto-includes account info
• Pre-filled with diagnostic data
• Easier for technical issues
• Direct attachment upload

How to Use:

1. Go to Settings → Help
2. Click "Contact Support"
3. Select issue category
4. Describe problem
5. Attach screenshots (optional)
6. Click "Send"

3. Phone Support (Team Plan Only) 📞

Available: Monday-Friday, 9 AM - 6 PM EST

Phone: +1 (555) 123-4567

Best For:

• Urgent issues
• Complex problems
• Training/onboarding
• Account setup assistance

Preparation:

• Have account email ready
• Be at your computer (for screen sharing)
• Note issue details before calling

4. Community Forum (Coming Soon)

URL: community.plantkeeper.com

Features:

• User-to-user help
• Tips and tricks
• Share experiences
• Feature discussions

Best For:

• General questions
• Plant care advice (non-technical)
• Learning from other users
• Sharing success stories

What to Include When Contacting Support

Essential Information:

1. Clear Description:

• What happened? (be specific)
• What did you expect? (desired outcome)
• When did it start? (today, last week, after update)

Example Good: "When I click 'Add Plant' button, nothing happens. I expected form to open. Started this morning after updating to latest version."

Example Bad: "App doesn't work."

2. Steps to Reproduce:

1. Exact steps you took
2. Include what you clicked/typed
3. Number each step

Example:

1. Clicked "Add Plant" button in top-right
2. Form opened normally
3. Filled in plant name "Monstera"
4. Clicked "Save"
5. Error message appeared: "Failed to save plant"
6. Plant not added to collection

3. Screenshots 📸:

• Capture error messages (entire screen)
• Highlight problem area (circle or arrow)
• Multiple screenshots if needed (before/after)

How to Screenshot:

• Windows: Win + Shift + S (snip tool)
• Mac: Cmd + Shift + 4 (drag to select area)
• iPhone: Volume Up + Power simultaneously
• Android: Volume Down + Power simultaneously

4. System Information:

• Device: Desktop, iPhone 12, Samsung Galaxy S21, etc.
• Operating System: Windows 11, macOS Sonoma, iOS 17, Android 13
• Browser: Chrome 120, Firefox 121, Safari 17
• PlantKeeper App Version: Check Settings → About

Quick Way: In-app support auto-includes this!

5. Account Information:

• Email: Your account email address
• Plan: Free, Pro, or Team
• Account ID: (optional, we can look up)

6. What You've Tried:

• Solutions from troubleshooting guide
• Other browsers tested
• Cleared cache? Restarted device?

Example: "Tried refreshing page, clearing cache, and using incognito mode. Issue persists."

Issue Categories

Account & Login:

• Can't log in
• Forgot password
• Account locked
• Email change issues
• Two-factor authentication problems

Billing & Subscriptions:

• Upgrade/downgrade questions
• Billing errors
• Refund requests
• Payment method issues
• Invoice requests

Technical Issues:

• Features not working
• Performance problems
• Data not syncing
• Photos won't upload
• App crashes

Data & Privacy:

• Export data
• Delete account
• Privacy concerns
• Data recovery
• GDPR requests

Plant Doctor:

• AI not responding
• Incorrect diagnoses
• Conversation issues
• Photo upload problems

Feature Requests:

• New feature ideas
• Improvement suggestions
• Integration requests

Response Times

Free Plan:

• Response: Within 48 hours (2 business days)
• Method: Email only
• Availability: Business hours (Mon-Fri, 9 AM - 6 PM EST)

Pro Plan ⭐:

• Response: Within 24 hours (priority queue)
• Method: Email, in-app
• Availability: Extended hours (Mon-Fri, 8 AM - 8 PM EST)
• Perks: Faster resolution, dedicated support team

Team Plan 🏆:

• Response: Within 12 hours (highest priority)
• Method: Email, in-app, phone
• Availability: Phone support (Mon-Fri, 9 AM - 6 PM EST)
• Perks: Account manager, phone consultations, onboarding assistance

Critical Issues (All Plans):

• Security breaches: Immediate response
• Data loss: Within 6 hours
• Service outage: Real-time status updates

Tips for Faster Resolution

Be Specific:

• ✅ "When I upload photo, error 'File too large' appears"
• ❌ "Photos don't work"

Include Context:

• When it started
• What changed recently (updates, settings, etc.)
• Frequency (always, sometimes, once)

One Issue Per Email:

• Separate emails for unrelated problems
• Easier to track and resolve
• Faster turnaround

Follow Up Appropriately:

• Wait for response time to elapse
• Reply to same email thread (don't start new)
• Provide requested information promptly

Be Patient and Polite:

• Support team wants to help!
• Complex issues take time to investigate
• Courtesy goes a long way 😊

Alternative Help Resources

Before Contacting Support, Try:

1. Troubleshooting Guide 🔧:

• Troubleshooting Common Issues
• Solves 70% of issues
• Instant solutions
• Step-by-step fixes

2. FAQ ❓:

• Frequently Asked Questions
• Quick answers
• Common questions
• Covers all topics

3. Documentation 📚:

• Complete User Guide
• Feature tutorials
• Best practices
• In-depth explanations

4. Plant Doctor 🤖:

• Ask Plant Doctor
• 24/7 availability
• Instant responses
• Plant care questions

5. Status Page 🚦:

• status.plantkeeper.com
• Check for outages
• Service status
• Incident history

6. YouTube Tutorials 📺 (Coming Soon):

• Video guides
• Feature walkthroughs
• Tips and tricks

Reporting Bugs

Bug Report Template:

Subject: Bug Report: [Brief Description]

Email Body:

SUMMARY
What's the bug? (one sentence)

EXPECTED BEHAVIOR
What should happen?

ACTUAL BEHAVIOR
What actually happens?

STEPS TO REPRODUCE
1. Go to...
2. Click...
3. See error

SCREENSHOTS
[Attach screenshots]

SYSTEM INFO
- Device: [e.g., Windows PC]
- Browser: [e.g., Chrome 120]
- Account: [your email]

FREQUENCY
- How often: Always / Sometimes / Once
- Started when: Today / Last week / After update

ADDITIONAL INFO
Any other relevant details

What Happens Next:

1. We investigate and verify
2. Update you on findings (1-3 days)
3. Fix if confirmed bug
4. Notify when fixed (included in update notes)

Thank You!:

• Bug reports help everyone
• Critical bugs = high priority
• May offer credit for significant bugs found 🎁

Requesting Features

Feature Request Template:

Subject: Feature Request: [Your Idea]

Email Body:

FEATURE DESCRIPTION
What feature do you want?

WHY IT'S USEFUL
How would it help you?

HOW YOU'D USE IT
Describe typical use case

EXAMPLES
Any similar features in other apps?

PRIORITY
- Must-have / Nice-to-have

What Happens Next:

1. We review all requests
2. Popular requests prioritized
3. May ask clarifying questions
4. Updates if planned for roadmap

Note: We can't promise all features will be implemented or provide specific timelines, but we do listen and consider everything! 🙏

Feedback and Testimonials

Love PlantKeeper? We'd love to hear!

Leave a Review:

• App Store / Play Store (when available)
• Email testimonials: feedback@plantkeeper.com
• Social media: @PlantKeeperApp

Suggestions:

• What's working well?
• What could be improved?
• Features you use most?

💡 Tips & Tricks

Before Contacting Support:

1. Try quick fixes (refresh, clear cache)
2. Search documentation (may be already answered)
3. Check FAQ (common questions)
4. Note error messages (exact wording)

When Contacting Support:

• Include screenshots (worth 1000 words)
• List what you've tried (saves back-and-forth)
• Be specific (faster diagnosis)
• Reply promptly (to follow-up questions)

For Urgent Issues:

• Clearly mark as urgent in subject
• Explain impact (can't access account, data loss, etc.)
• Pro/Team plans get faster response

For Plant Care Questions:

• Use Plant Doctor first (instant, 24/7)
• Include photos (visual context)
• Describe symptoms (timeline, changes)
• Support team not plant experts (we help with app, not horticulture)

❓ Common Questions

Q: How long until I get a response?

A: Depends on plan - Free: 48 hours, Pro: 24 hours, Team: 12 hours (business days). Critical issues responded to faster.

Q: Can I call support?

A: Phone support available for Team Plan only (Mon-Fri, 9 AM - 6 PM EST). All other plans: email support.

Q: My issue is urgent! How do I get faster help?

A: Mark email subject "URGENT" and explain why (data loss, can't access account, security issue). Upgrade to Pro for 24-hour response time.

Q: I didn't get a response. What should I do?

A: Check spam folder first. Wait for response time to elapse (48/24/12 hours). Then reply to original email (don't send new one). Include ticket number if provided.

Q: Can support help with plant care advice?

A: For plant care questions, use Plant Doctor (AI assistant, 24/7). Support team helps with app issues, not horticulture. For complex plant problems, consult a local botanist or master gardener.

🔗 Related Topics

• Troubleshooting Guide - Fix common issues yourself
• FAQ - Quick answers to common questions
• Account Settings - Manage your account
• Data & Privacy - Export data, privacy settings

💡 Pro Tip: Save time by checking Troubleshooting Guide and FAQ first. If you still need help, include screenshots and detailed steps - support resolves issues 2x faster with good information!

Support Email: support@plantkeeper.com

Status Page: status.plantkeeper.com

We're here to help! 🌱