Here are our key contacts. For account-specific or technical issues, in-app support is always the preferred route.
Question / issue | Best mailbox / route | Expected response time | Hours of cover | Languages | What NOT to send |
General product support — how to use portals, e-signatures, webforms, proposals, workflows, etc. | In-app Support or support@mydocsafe.com | Usually within 1 business day | Mon–Fri, UK business hours | English; other supported languages where available | Passwords, full payment-card details, private encryption keys |
Something is not working — errors, failed actions, missing notifications, unexpected behaviour | In-app Support — preferred, as it gives us better account context | Initial response usually within 1 business day; urgent service issues prioritised | Mon–Fri, UK business hours; critical platform issues monitored separately | English | Passwords, MFA codes, full card details, unnecessary client documents |
Login / account access | In-app Support where accessible, otherwise support@mydocsafehq.com | Usually within 1 business day | Mon–Fri, UK business hours | English | Passwords, MFA/2FA codes, recovery codes |
Billing, invoices, subscriptions or VAT | Usually within 1–2 business days | Mon–Fri, UK business hours | English | Full payment-card numbers, CVV codes, online banking credentials | |
Sales, pricing, upgrades or product demos | Usually within 1 business day | Mon–Fri, UK business hours | English | Sensitive client documents or support credentials | |
Data protection / privacy enquiries | Acknowledged promptly; formal requests handled within applicable statutory timeframes | Mon–Fri, UK business hours | English | Identity documents unless specifically requested through a secure route | |
Security concerns / suspected vulnerability | Prioritised according to severity | Mon–Fri with escalation for serious incidents | English | Do not email passwords, private keys, exploit code containing live customer data, or unnecessary personal data | |
Service outage / major incident | In-app Support if available; otherwise support@mydocsafehq.com | Highest priority during an active incident | Incident cover as required | English | Duplicate tickets from multiple users in the same organisation unless new information is being supplied |
Feature request / product suggestion | In-app Support | Acknowledgement usually within 1 business day; delivery times vary | Mon–Fri, UK business hours | English | Confidential information that is not necessary to explain the request |
Legal / contractual enquiry | Your normal MyDocSafe commercial contact or support@mydocsafehq.com for routing | Usually within 2 business days | Mon–Fri, UK business hours | English | Privileged or highly sensitive material unless requested via an agreed secure route |
Best way to request support
For the fastest response, use the support option inside MyDocSafe while logged in. This helps us identify the account and understand the context of the problem.
When reporting an issue, please include:
what you were trying to do;
what happened instead;
the approximate date and time;
the page or feature involved;
any error message;
screenshots where useful;
the email address or account name involved, if relevant.
Please do not send passwords, MFA codes, recovery codes, full payment-card details or other authentication secrets.
In-app support: Open MyDocSafe
Help centre: MyDocSafe Help Centre