Getting Help and Support
Every support channel lives behind one control: the Help & Support menu.
Desktop: the question mark at the bottom of the left sidebar. On public pages (/pricing, /docs, /help, /about, /security and friends) there is no sidebar, so it is the floating button in the bottom-right corner instead.
Mobile: Settings (gear) > Help & Support.
The menu has four options: Live Chat, Documentation, Contact Support, and Feature Request.
Live Chat
Opens a chat panel in the corner of the page. An AI support agent answers first, drawing on the same product knowledge as Kojo. It hands you to a human when you ask for one, or when the issue needs account-level access we cannot give an AI: billing disputes, data deletion, account suspension.
Once a human agent picks the conversation up, you see their name and photo, and a note that they joined.
You do not need an account. On public pages the chat asks for your name and email before it starts. That email is how we reach you if you close the tab before we reply, so give one you read. Everything else behaves the same, including attaching a screenshot (JPEG or PNG, up to 5 MB).
Useful behaviour to know:
- Minimise the chat with the dash icon and keep browsing. It reopens on its own when support replies.
- Mute notifications from the three-dot menu in the chat header if you do not want the reply sound.
- End chat from the same menu when you are done. You are then asked to rate the conversation from 1 to 5.
- If you leave a support reply unanswered for 10 minutes, we send a reminder, in-app if you have an account, by email if you do not.
- Every finished conversation is saved as a support ticket with the full transcript, so nothing is lost if the chat has to continue over email.
Contact Support
Raises a ticket we answer by email. Use it for anything that needs a paper trail, or when no agent is online.
Signed in, the ticket is attached to your account. Signed out, the form asks for your name and email and we reply there. Either way you get an acknowledgement email with a ticket reference.
The full-page version of the same form is at /help under Open a ticket.
Feature Request
Suggests something new. This one does need an account, so we can follow up and count votes against a real person. If you are signed out, use Contact Support instead and we will pass it on.
Security Questions
Questions about encryption, data handling, retention, compliance, or a vendor security review go to the security team directly. Go to /security and click Contact Security Team. No account needed, and we reply by email, usually within one business day.
Reporting a vulnerability is a different process. Use /bug-bounty, or email security@memordesk.com. Do not put exploit details or credentials into the general contact form.
What we do not have
There is no public status page and no public roadmap. If you think something is broken, ask in live chat or raise a ticket and we will confirm whether it is a known issue.