Support

How support works

We want it to be easy to get a clear answer when something is not working or you need guidance. Send a message to support@gocools.com and include the product, the page or feature involved, and what you expected to happen.

What to include

Helpful details such as screenshots, error messages, recent changes, and the steps that reproduce a problem let us investigate faster. Please do not include passwords, private keys, or other sensitive credentials in a support request.

Response times

We usually reply to general questions within two business days. Technical issues are reviewed within one business day, while security reports receive an acknowledgement within three business days.

Service status

For current information about platform availability, visit the service status page. If an incident is active, we will post updates there as we investigate and recover the service.