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Select Chat with support near the bottom of the signed-in app’s sidebar to contact DeepField. Starting from the affected page gives support useful account context and lets you keep the study open while describing the issue.

Before you start

Open the affected page and copy its URL before navigating away. Check the relevant troubleshooting procedure if the symptom is covered.

Start a support conversation

Select Chat with support, describe what you need, and send the message. When you write from the signed-in app, your account and organization are associated with the conversation automatically. The help center also has a support bubble. Because the help center is public, include your name, work email, and organization when contacting support from here.

Include useful diagnostic details

For a product problem, send:
  • The study name and the full URL from the affected page
  • What you were trying to do
  • What you expected to happen
  • What happened instead, including the exact error text
  • The approximate date and time
  • Whether the issue repeats and whether teammates see it
  • Your browser name and version
  • A screenshot or short recording when the state is visible
Do not include participant names, raw personal data, passwords, authenticator keys, or backup codes. If response-level investigation is necessary, provide the anonymous response ID shown in DeepField.
Copy the page URL before navigating away. It often identifies the study, view, and selected item more precisely than a written description.

When the support bubble is unavailable

Check the relevant guide first

For an immediate answer, start with Troubleshooting and FAQ. It covers common states such as disabled save controls, expired test links, missing report actions, unavailable share links, and participant microphone problems. For access issues, check both layers:
  1. Confirm the person is an active workspace member in Manage workspace members.
  2. Confirm the study or its folder is shared with them in Share a study.
Researcher or Collaborator membership alone does not grant study access. Organization Admins have Owner access to all studies in their organization.

Check the result

Your support conversation contains the study, URL, exact error, expected result, and approximate time. Add any repeatable steps you discover while the issue is investigated.

Open support from an assistant reply

If the study assistant redirects a product question to support, select Talk with support to open the support conversation with the question supplied. Review it before sending and add the study, affected question and reproducible steps.