Talk to a human

01What to include

Not a form to fill in — just the things that save a round trip. Send whatever you have:

• The email address on your account, if it differs from the one you're writing from.
• What you expected and what happened instead. A screenshot beats a description.
• The book it concerns, if it's about one book rather than the whole account.
• When it happened, roughly. It makes the logs searchable.

Never send your password. Nobody at Countbean will ever ask you for it, and there is no situation in which we need it to help you.

02Things worth naming

Same address for all of it — this is what to say so it lands in the right place quickly.

• You paid and can't get in. Say so plainly and include the address you paid with. This is the one we treat as urgent: your book exists and is waiting for you, and we can re-send the link that hands it over.
• Your data. Access, correction, export or deletion — see the privacy policy for what we hold and why. Your ledger is plain text in Git, so an export is a real export, not a summary.
• Billing. Plans, invoices, cancelling. You can change a plan yourself from billing without writing to anyone.
• Something looks wrong with your numbers. Include the account and the date range. Every change to a book is a Git commit, so it is possible to say exactly what changed and when.

03Security

If you have found a vulnerability, email support@countbean.com with SECURITY in the subject and we'll reply before anything else.

Please don't test against other people's data. If you need an account to demonstrate something, make one — signup is free and a book you create is yours to break. We won't pursue anyone who reports a genuine issue in good faith, and we'll tell you when it's fixed.

04What we won't do by email

Stated so nobody is left waiting on an answer that isn't coming:

• Change your email address. It's the key your purchases, invitations and sign-ins resolve through, and there is no verified way to move it yet. Nobody can do this for you, including us.
• Set a password for you. There's no operator route, and there shouldn't be — a human who can set your password is a human who can read your books. Reset it yourself at app.countbean.com/forgot; the link goes to the address on the account, which is the one thing nobody here can fake.
• Ask you for credentials. If a message claiming to be from Countbean asks for your password or a payment detail, it isn't from us. Forward it to the address above.