Contact Support

Reach BindPilot support team

Contact Support

Multiple ways to reach our support team.

Email Support

Email: matt@bindpilot.ai

Response time:

  • Starter plan: 24–48 hours
  • Professional plan: 12–24 hours
  • Agency plan: < 12 hours (prioritized)

Include in your email:

  • Your account email
  • What you were trying to do
  • Error message (if applicable)
  • Screenshots (helpful but optional)
  • Date/time issue occurred

Example:

Subject: Can't generate quotes

Hi,

I'm trying to quote homeowners for a client (John Smith, Denver CO)
but all carriers are timing out after 60 seconds.

Account email: jane@myagency.com
Tried: April 13, 2:30 PM MT

Error: "Carriers not responding"

Could this be a carrier outage or my connection?

Thanks,
Jane

In-App Chat Support (Coming Q2 2026)

A chat interface inside BindPilot will let you:

  • Message support directly in the app
  • Get instant responses for common issues
  • Share screenshots easily

What's ready now: Email support.

System Status

Check if BindPilot is experiencing issues:

Status Page: https://status.bindpilot.ai

Shows:

  • Overall system health (Operational, Degraded, Outage)
  • Individual service status (API, Web, Carriers, Database)
  • Incident timeline and updates
  • Estimated time to resolution (if down)

Subscribe to status updates:

  • Email notifications when status changes
  • Slack integration (for Agency customers)
  • RSS feed

Phone Support (Agency Plan Only)

Agency plan customers can request a phone support session:

  1. Email matt@bindpilot.ai: "Request phone support"
  2. Include time/timezone you're available
  3. Our team calls you within 1 hour (801.599.5643)

Best for:

  • Complex issues needing real-time troubleshooting
  • Demo requests
  • Custom integrations
  • High-stakes situations

Feature Requests & Feedback

Have an idea? Want to suggest a feature?

Submit feedback:

  1. Go to Settings > Feedback
  2. Write your suggestion
  3. Click Submit

Alternatively, email matt@bindpilot.ai with your idea.

We read all feedback and prioritize based on:

  • How many users request it
  • Impact on your business
  • Alignment with product roadmap

Recent feature requests that shipped:

  • CSV import (Q1 2026) — Requested by 20+ customers
  • Renewal Agent enhancements — Requested by top agencies
  • White-label branding — Agency customer request

Security Issues

Found a security vulnerability?

Please don't post it publicly. Email security concerns to:

Email: matt@bindpilot.ai

Include:

  • Detailed description of the vulnerability
  • Steps to reproduce
  • Potential impact
  • Your contact info (optional; we respect anonymity)

We take security seriously and will:

  1. Acknowledge receipt within 24 hours
  2. Investigate and reproduce
  3. Deploy a fix
  4. Credit you if you want (optional)

FAQ: Getting Help Faster

Q: Why is my response taking so long? A: Email support gets hundreds of messages daily. For urgent issues, mention "URGENT" in the subject. Agency plan customers get priority.

Q: Can I call support directly? A: Phone support is for Agency customers. Starter/Professional: email is fastest.

Q: How do I escalate an issue? A: Reply "ESCALATE" to your support email. A senior team member will review.

Q: What if I don't get a response? A: Check spam folder. If still nothing after the promised time, reply and mention it. Sometimes emails get lost.

Q: Can support access my account directly? A: With your permission, yes. They may ask you to share a screenshot or approve access for troubleshooting.

Next: Check System Status or Common Issues.

Last updated: Recently