Account and access
The account email, the affected surface, roughly when it happened, and the error message as shown. Keep credentials out of it.
Support
Get the issue to the right place quickly.
Write to info@projera.com with the affected account or workspace, roughly when it happened and what you saw. Never send passwords, access tokens or payment-card details — we will never ask for them.
- Individual and Business: two working days
- Enterprise: agreed in the pilot
- Security reports answered first
ONE PLATFORM FOUNDATION
PUBLICDiscover
ACCOUNTCommercial control
WORKSPACEGoverned work
OWNEROperate
IdentityEvidenceAI policyAudit
What to include
Four things that make a reply useful instead of a follow-up question.
Enough context to diagnose, and nothing that should not travel by email.
Billing and invoices
The account context and the transaction or invoice reference where you have one. Paddle is the Merchant of Record for applicable transactions.
Workspace and product
The workspace name, the record reference and what you expected instead — without copying restricted customer data into an unapproved channel.
Operational incident
Observed impact, the time window, and the affected route or action. Production diagnostics stay with authorised operators.
Support contact
info@projera.com
The verified operator contact for support and legal correspondence. PINKTURKEY will never ask you to send a password or full payment-card details by email.