Support
Where to write
- Paid plans — email [email protected]. Write from the address you pay with and we will find you straight away.
- Free — same address. Paid mail goes first, but bug reports and “this number looks wrong” are read before anything else, whatever plan you are on.
- Security — same address, subject starting with
[security]. Telling us before going public is appreciated.
When you will hear back
- Paid: first reply within 1 business day
- Free: within 3 business days, best effort
- Security: acknowledged within 24 hours, a plan after that
Philote is made in Korea (UTC+9). Write in the US evening and the reply usually lands in your morning.
Worth trying first
- Sessions are not showing up — Settings → collection errors usually says why.
- The app will not open a folder — a folder has to be connected once before it can be opened. Check the connected places on the project page.
- A payment has not landed — this can take a few minutes on the provider's side. If it is still missing after ten, write to us with the email you paid with.
What makes it fast
The email you sign in with, the project name, and roughly when it happened. A screenshot helps. Please do not send session transcripts — if we need something from one, we will ask for exactly that.
Service status
Whether the service is healthy right now is on the status page.