Support that starts with the right context
Email the product team directly. Include the workspace, steps and result so the issue can be reproduced and routed quickly.
Contact support
Write to support@portfolioplane.com. Use it for product errors, confusing behavior, failed imports, unexpected counts or documents that do not open.
What to include
These details give the team enough context to begin investigating without asking you to reconstruct the report later.
- The URL. The address bar carries the workspace and the screen, which is most of the context. Copy it whole.
- The exact steps. What you clicked or typed, in order, starting from a screen we can also start from.
- Expected versus observed. What you were trying to do, and what happened instead — including the exact text of any message the product showed.
- The reference token, if one was shown. Some failures print a short machine reference; it lets us find the exact occurrence in the logs rather than a similar one.
- When it happened, with your time zone. Logs are searched by time, and “this morning” spans half a day.
Screenshots help. One thing must stay out: do not paste clinical, payment card, or sensitive personal data into a support message. The terms keep that data out of the product, and the same rule keeps it out of the support queue.
What happens next
The product team reviews this mailbox and replies with the next useful step or a request for missing evidence. BoardWalk does not publish a universal response-time commitment; when an organization’s agreement includes support priorities or response targets, those terms govern.
Support will never ask for your password or sign-in code. Do not send either in an email or screenshot.
Use the right route
- Security findings should follow /.well-known/security.txt, which provides the disclosure policy and security contact.
- Membership and role changes are managed by your workspace administrator. Support cannot grant organization access or raise a workspace role.
- Product evaluation questions can start on the contact page.