How to get help

Overview

We're a small team and we like it that way — it means when you email PrimeBase support, a real person who actually knows the product reads it. No ticket queues, no first-line script readers, no chatbot dead-ends.

The fastest way to get help is to email support@primebase.io. You can also reach us from inside the product.

Email support

For general questions, technical issues, billing, account access, feature requests, or anything else — email support@primebase.io.

Email from the address on your PrimeBase account when possible. It helps us verify you and pull up your workspace details quickly.

In-app support

You can also reach support directly from the PrimeBase product on web or mobile:

Web app

• Sign in to app.primebase.io.
• Open the support / help option from the main menu or profile area.
• Send your message; it lands in our support inbox with your workspace context attached.

Mobile app (iOS & Android)

• Open the PrimeBase mobile app.
• Navigate to Settings.
• Tap the support option to compose a message.

What to include in your request

The more we know about what you're seeing, the faster we can help. When something isn't working as expected, please include:

• What you were trying to do — the goal, not just the symptom.
• What you saw instead — the error message, the screen state, or what happened.
• Where in the product — the page or module (CRM, Accounting, Projects, etc.) and ideally a URL.
• When it started — first time? Just now? Has it been happening for a while?
• Screenshot or short screen recording — if you can, it usually saves a round trip.
• Browser and device — especially helpful for visual or behaviour issues.

Topics we help with

The most common areas we help customers with:

• Getting started — first-week setup, importing data, configuring your workspace, inviting your team.
• Technical issues — bugs, unexpected behaviour, error messages, or performance problems.
• Billing & subscriptions — plan changes, invoices for your PrimeBase subscription, payment failures, refund questions.
• Account access — lost password, can't sign in, locked-out workspace.
• Integrations — connecting Google Calendar, Gmail, or other supported integrations.
• Data export & migration — how to get your data out, importing from another tool.
• Feature requests & feedback — we read every one; many features on the roadmap started here.

Response times

We aim to reply to every support email within one business day. Most messages get a faster response than that — especially during working hours.

Some messages take longer. If you're reporting a bug we need to reproduce, asking about something that requires a code change, or sending us a feature request, expect an initial reply within one business day and then a follow-up as we dig in.

Account access issues

Locked out, lost your password, or suspect someone else accessed your account? Here's how to get back in:

• Forgot password — use the “Forgot password” link on the sign-in page. We'll email a reset link to your account address.
• Passwordless sign-in — if you normally sign in with a one-time code, request a new code from the sign-in page.
• Lost access to your email — if you can no longer receive email at your account address, write to support@primebase.io from an address linked to the same workspace (e.g. a teammate's address) and we'll verify identity through other channels.
• Suspect a compromise — email us immediately. We can lock the account, end all active sessions, and help you restore safe access.

Bug reports and feature requests

Bug reports

Help us reproduce the issue: tell us what you did, what you expected, what happened, and where (which module, which page). A screenshot, error message, or short screen recording helps a lot. If you have the rough time the issue happened, that helps too — we can correlate with server-side logs.

Feature requests

We read every feature request. Tell us the problem you're trying to solve, not just the feature you want — sometimes the best solution is different from what was first requested. We can't promise timelines on new features, but a lot of what ships next started as a customer email.

Data, privacy, and security requests

Specific data-related requests use the same email but get treated as priority:

• Account deletion — self-serve from Settings, or see our account deletion guide.
• Data export — admins can self-serve CSV exports for customers and inventory batches. For other entities, email us.
• Privacy rights requests (access, rectification, erasure, etc.) — see our Privacy Policy for the full list, or just email us to start the process.
• Security disclosures — see our security overview. Researchers acting in good faith are welcome.

Languages and hours

Support is provided in English. Our team is primarily based in India, so most responses come during IST business hours (Monday–Friday). Outside those hours we still read the inbox, but a detailed response may take until the next business day.

Contact

A real human reads support@primebase.io. We aim to respond within one business day.

• Email us anything · support@primebase.io