Getting help
Support lives inside the app. Open Help in the top bar, say what is wrong, and the reply comes back in the same place.
There is no support email address to remember. Every conversation with RankGrep happens inside the app, next to the website it is about.
Opening a support request
- Sign in and click Help in the top bar. It is there on every page.
- Choose what the message is about: Something is broken, A repair went wrong, Billing or plan, or A question. Ask about billing on the Account page opens the same panel with the topic already set.
- Describe it and send.
RankGrep attaches the context for you: which page you were on, which website was selected, your plan, and how much of this month's data allowance you have used. You do not need to repeat any of that.
Where the answer arrives
In the same panel. Open Help again and the conversation is there, with every earlier request above it. You can reply in the thread rather than starting over.
What to include
- For a repair that went wrong: the page address and what the page shows now. Change history already records what RankGrep wrote and when.
- For a billing question: which payment, and the date. Refund requests go through this same panel; see the Refund Policy.
- For account deletion: just ask. See the Privacy Policy for what is deleted and what is kept.
Before you write
Two things are worth checking first, because they answer most questions on their own:
- Change history for the website shows the status of every fix, and clicking a status badge shows the reason behind it.
- The docs section on deploying explains the one way fixes get lost and how to put them back: If changes were overwritten.