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Getting Help

We're here to help empower our customers and make Builder the best product possible. If you have any questions or concerns, we provide a variety of channels to communicate directly with our team.

We're constantly creating new user guides and developer docs to support our users. We also manage the Builder Forum, where our technical team and our community of users collaborate on best practices, new feature ideas, bug fixes, and much more.

How to reach us

  • For general how-to questions, we have an extensive knowledge base and forum to ask questions and view posts from our technical team and community. If you don't see your how-to there, please post to the forum.
  • For account questions, bugs, or issues, use our ticket widget within the application, or email us at support@builder.io

πŸ‘‰ NOTE: Access to our ticket widget and email support is only available on paid plans. See details below.

Information to include

Whether you're posting to the forum, emailing us, or submitting a ticket, the more information you provide us the better. Some suggestions of things to include in your message:

  • Clear description of the question / issue you have
  • Link to the relevant Builder page
  • Any error message you are seeing
  • Describe what you did / tried to
  • Attach screenshots, if available

Types of support provided

Free trial customers

While on our 30-day free trial, you will have access to Growth features, including our ticket widget and email support.

Free subscription plan customers

Standard (free) users can often receive help by posting in our forum. We also have a variety of existing documentation that might help you answer your questions. Upgrade to a paid plan to also get access to our ticket widget and email support.

Basic & Growth subscription plan customers

In addition to the forum, customers on our Basic and Growth plans can get in touch with Builder support using the ticket widget within the application or by emailing us at support@builder.io. Support is available from 6AM - 6PM Monday - Friday pacific time.

We recommend using our ticket widget. It will prompt you with a few questions to ensure you get the best answers and timeliest resolution.

Growth customers have priority over Basic customers in our queueing system.

While we will try to help answer your questions as soon as possible, we cannot provide any code or styling support via our ticket widget or over email. If you need this type of assistance please post in our forum.

πŸ‘‰ NOTE: We do not offer video/phone support and cannot guarantee response or resolutions times unless you are an enterprise customer

Enterprise customers

We provide premium support to Enterprise customers, including ticket queue priority and SLA response times. A Solutions Architect may be available to help with code or styling issues. If you're interested in learning more about our Enterprise offerings, please email us at sales@builder.io.

Severity Classifications

Urgent

Builder application is unavailable. No workaround available.

Live Chat

High

Partial product downtime, code functionality not available, or significantly degraded application performance. No workaround available.

Live Chat

Medium

Non-critical loss or impact to the Builder product or application. Workaround available.

Low

Bugs, documentation errors, how-to questions, or other issues

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