Contact Support

Introduction

Need help with NoteWave? Our support team is here to assist you with technical issues, billing questions, and general inquiries. This guide explains how to contact us and what information to include for fastest resolution.

How to Contact Us

Choose the best contact method for your needs:

Email Support

contact@blazesolutions.ai

Best for: Technical issues, bug reports, account problems, billing inquiries. Response time: Usually within 24 hours on business days.

Contact Form

notewave.co.za/contact/general

Best for: General inquiries, feature requests, partnership opportunities. Includes structured form with your details.

Support Hours

Monday - Friday: 9:00 AM - 5:00 PM SAST (South African Standard Time, GMT+2)

Emails sent outside business hours will be responded to on the next business day.

What Information to Include

Help us resolve your issue faster by providing detailed information:

For technical issues:

Clear description - Explain what happened and what you expected to happen
Error messages - Copy exact error text or include screenshots
Steps to reproduce - Explain how we can recreate the issue
Meeting/Transcript ID - Provide IDs for specific meetings or transcripts
Browser & OS - Specify your browser (Chrome, Safari, etc.) and operating system
Account email - The email address you use to log into NoteWave

For billing issues:

Account email - The email associated with your subscription
Transaction details - Invoice number, charge date, or amount
Issue description - What billing problem you're experiencing
LemonSqueezy order ID - If applicable, from your receipt email

Sending Screenshots

Screenshots help us understand your issue quickly and accurately.

Screenshot Best Practices

Include the full browser window (not just the error). Capture the URL bar to show which page you're on. For mobile issues, screenshot the entire screen. Use markup tools to highlight the relevant area if needed.

Priority Support Issues

These issues receive priority attention and faster response times:

Account access issues (can't log in)
Billing errors or incorrect charges
Data loss or missing critical transcripts
Integration failures affecting multiple meetings
Security or privacy concerns

For urgent issues, include "URGENT" in your email subject line and clearly explain why immediate attention is needed.

Expected Response Times

Our typical response times by issue type:

Priority Issues

4-8 hours during business hours

Technical Support

12-24 hours on business days

General Inquiries

24-48 hours on business days

Before Contacting Support

Save time by checking these resources first:

Help Center - Browse troubleshooting articles for common issues
Search - Use the Help Center search to find articles related to your problem
Try basic fixes - Clear cache, try different browser, check internet connection
Check status - Verify bot status, integration connections, and processing queues

Many common issues can be resolved quickly using our self-service troubleshooting guides.

Feature Requests & Feedback

We love hearing from our users! Share your ideas and suggestions.

We're Listening

Email feature requests to contact@blazesolutions.ai with "Feature Request" in the subject line. Include a detailed description of the feature and how it would help your workflow.