# 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 |
| **Email** | **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](/contacts) page.

If something is down for everyone, check the [status page](https://status.samreshuuu.ru) 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](/help/billing).

Do not paste passwords, keys or codes from emails into a report: we do not need them.