How to reach us
Channels
| Channel | Where | Best for |
|---|---|---|
| Report from the chat | The /feedback command in an app chat | A problem in a specific chat: the link to it goes along by itself |
| Settings → Support → Email, or a message to support@samreshuuu.ru | Questions, documents, billing. Reply within a business day | |
| Telegram | Settings → Support → Telegram | Quick questions during business hours |
Business hours: Mon–Fri: 09:00–18:00 (MSK). The same contacts and company details are on the contacts page.
If something is down for everyone, check the status page first.
A report from the chat
The fastest way: in the chat where the problem happened, type the /feedback command. Report to the team opens.
Describe what happened
Pick a type (Problem report, Feature request, Question for the team, Billing and plan) and write what you did and what you expected. Tick I'd like a reply if you expect an answer.
Send it
Press Send to the team. A link to the chat goes with the text, and we open the right turn from it.
You can also ask the agent: "tell the team the MoySklad export keeps failing". It prepares the report as a card in the chat, and you send it yourself with the button. Messengers do not have this card; write by email or in Telegram there.
Email and Telegram
Open Settings → Support (or the question mark in the chat list → Support) and pick Email or Telegram. The message opens with the subject filled in, and at the bottom there is a "Diagnostic info, please don't delete" block: the page, the app version, your account, language and browser. Write above it and keep it: it tells us where and in which version the problem happened.
What to attach
So we can sort it out from the first message:
- what you did and what you expected to see;
- the exact error text or a screenshot;
- the request ID (the Copy request ID button on the plate above the input) or the details (the Copy details button on an error screen or in a notification);
- the chat or task where it happened;
- the device: web, the computer app or the phone app. The app version is shown at the bottom of the Support section.
For billing questions, add the invoice number or the receipt: Payments, invoices and documents.
Do not paste passwords, keys or codes from emails into a report: we do not need them.
Frequently asked questions
How do I report a problem?
Type /feedback in the chat: "Report to the team" opens, and a link to the chat is attached. Or open Settings → "Support" and pick "Email" or "Telegram": diagnostic info is filled into the message, please keep it.
When will support reply?
By email within a business day, faster in Telegram. Business hours: Mon–Fri: 09:00–18:00 (MSK).