Backstory offers technical support through in-app chat, email, and self-service resources. Our team can help with troubleshooting, product guidance, configuration questions, and feature requests.

Note: For help with user management or permissions, please contact your organization’s Backstory administrator.

In-App Chat

In-app chat is ideal for urgent issues, quick questions, and real-time assistance.

How to access:

Click the chat icon in the bottom-right corner of this screen
Or use the chat icon in the top-right corner of the Backstory app

Availability:

Human support: Monday–Friday, 9:00 AM–5:00 PM (Pacific Time)
Automated chat: Available 24/7

What to include:

A brief description of the issue
Screenshots or error messages (if applicable)

Email Support

Email is best for non-urgent requests, detailed inquiries, and follow-ups.

Contact: support@backstory.ai

Availability:

Support hours: Monday–Friday, 9:00 AM–5:00 PM (Pacific Time)
Emails can be submitted at any time

What to include:

Account or workspace details
Steps to reproduce the issue
Screenshots or supporting files
Activity ID (if applicable)

Help Center

The Help Center is your go-to resource for learning about the platform and resolving common issues.

Browse articles by topic
Search for specific questions or features

Support Response Times

Support requests are prioritized based on urgency and business impact. Higher-impact issues are typically addressed more quickly, while lower-impact requests may take longer.

Response and resolution times can vary depending on: