Contact Quester support

Send a support request with enough context to diagnose the problem while protecting credentials and confidential research.

Email [e-mail] when a problem persists after the relevant troubleshooting guide.

Before you begin

Retry the action once, note the page where it failed, and copy any visible error before closing it. For a document-processing problem, check Source processing and limits first.

Include

• Your Quester sign-in email
• Workspace and project names
• The page or feature involved
• What you expected to happen
• What actually happened
• The exact steps that reproduce it
• The approximate date, time, and time zone
• The visible error message, copied exactly
• Browser and operating system

For document processing, include the file type and approximate size. For access problems, include the inviter’s email and invitation time when known.

Attach carefully

A screenshot is useful when it shows the relevant control and error. Remove unrelated names, source text, participant information, or institutional data before attaching it.

Never send passwords, session cookies, authentication codes, API keys, or private signing links. Do not email confidential research files unless support provides and requests a secure transfer method.

A useful subject line

[Workspace] Feature: short description of the problem

Example:

Dissertation workspace: PDF processing remains pending

Clear context reduces the number of messages required before investigation can begin.

Check your work

Before sending, confirm that the message includes a reproducible sequence, an approximate time with time zone, and the affected workspace or project. Open every attachment once to make sure you removed unrelated names, participant information, source text, and credentials.