Contact support
If the docs don't cover your question, or you're stuck and need a real human, we're here. We try to reply within one business day — often faster.
How do I email support?
Email us at [email protected].
Please include:
- The email address on your StoryFolder account.
- A short description of what you're trying to do.
- What's not working (an error message, a screenshot, a video of the issue).
- For app problems, your StoryFolder version (visible in the About window).
- For app problems, attached logs when possible.
The more context up-front, the faster we can help.
How do I use the in-app help button?
In the desktop app's header, click the Help button (the ? icon). It opens a support page authenticated to your account — perfect for sending feature requests or reporting bugs without re-entering your email.
Is there a live chat?
There's a chat widget on every page of storyfolder.com. It's not always staffed in real time, but messages route to the same support inbox. For urgent issues, email is the most reliable channel.
How fast will I get a reply?
- Business / Pro accounts — within one business day, often the same day. Business accounts get priority queueing.
- Free / Basic accounts — typically within one business day.
What about feature requests?
We love hearing them. Email [email protected] with the subject line "Feature request" and a quick description of:
- What you'd like to do.
- Why it would help your work.
We read every request and use them to shape the roadmap. We can't promise every feature lands, but yours informs what we build.
What about bugs?
Email us with:
- A short description of what you did.
- What you expected to happen.
- What actually happened.
- Whether you can reproduce it.
- Your logs if relevant.
A screen recording is often the fastest way to demonstrate a tricky bug.
What about security issues?
If you've found a vulnerability — please report it privately to [email protected] before posting publicly. We take security seriously and will work with you to address the issue and credit you appropriately.
What about press, partnerships, or sales?
Email [email protected] with a quick note about what you have in mind. Press inquiries get a same-week response.
Tips for a faster resolution
- One issue per email — multiple unrelated questions in one thread can slow things down.
- Be specific. "Export doesn't work" is hard to debug; "Clip export fails halfway with 'disk full' on my Pro plan, here are my logs" gets fixed faster.
- Tell us what you've already tried.
- Send screenshots or screen recordings whenever practical.
We're rooting for you. Don't suffer in silence — we'd rather hear about a small problem than have you frustrated.