Contacting support
For help using Our Stairwell, create a support ticket or email [email protected]. You do not need an account to send a request.
Choose the right contact
- Product questions or errors:
[email protected]. - Sales and trial questions:
[email protected]. - Privacy requests:
[email protected]. - Security reports:
[email protected].
For a question about your building's decisions, repairs, role or property balance, start with your committee or Treasurer. They manage those records. Contact product support if the app is preventing you from viewing or updating something you should be able to access.
Help us understand the problem
Include:
- the page or feature you were using;
- the steps you took, in order;
- what happened and what you expected instead;
- the exact error wording, if there is one;
- the approximate date and time, including your time zone; and
- your browser and device, if the problem involves loading, signing in or displaying a page.
For example: "In Documents > All Documents, I searched for July minutes. The document appeared, but opening it showed 'Access denied'. This happened at 10:15 UK time on 8 September, using Chrome on Windows."
Add a cropped screenshot if it helps. Send only the details needed to explain the issue. Do not send passwords, one-time codes, ticket access links, payment-card details or unrelated resident documents. If sensitive material is needed, ask support how to share it.
What happens next
You will receive an email with a link to follow your ticket. You can reply in the portal or directly to a ticket email. Keep follow-up information in the same conversation so support can see what has already been tried.
If an answer does not solve the problem, reply with what happened so the support team can investigate.