Support
Something broken, or something that does not make sense? Write to a person. There is no ticket queue in front of us and no robot answering first.
Get help
Email us and a human reads it.
We answer within one working day, South African hours. Weekends and public holidays roll over to the next working day.
It helps to tell us the name of your workspace, what you were doing, what you expected, and what happened instead. Roughly when it happened is usually enough for us to find it in the logs. Never send us your password; we will never ask for it.
Answers, before you write
These are the questions that actually come up.
How do I add someone to my workspace?
Owners and admins invite people from Settings, Members. An email invite goes to one address and has to be accepted by that address; it expires after 14 days. A shared invite link lets anyone holding it join, lasts 90 days, and can be revoked whenever you like. Pending invites count towards your plan’s people limit, so a full workspace has to revoke one before sending another.
An invite never arrived.
Check the spam folder first. If it is older than 14 days it has already expired, and an admin can send a fresh one. An invite addressed to one person cannot be accepted while you are signed in as someone else, so sign in with the address the invite was sent to and open the link again.
How does billing work?
Your plan lives under Settings, Billing in your workspace. Payment runs through PayFast as a debit order off a card, in rand, VAT inclusive. Card details go straight to PayFast and never touch our servers. Nothing is charged per seat, so adding a teammate does not change the number.
How do I get a copy of my data?
Account, Your data, then “Export my data (JSON)”. It downloads straight away, with nothing to request and nothing to wait for. The file holds your profile, your workspace memberships, tasks assigned to you and tasks you created, your comments, your voice captures, your notifications and your private tasks. If you need something that is not in there, meeting transcripts for example, write to us and we will put it together for you.
How do I delete my account?
Account, then Delete my account. Type your email address to confirm and choose Delete forever. It is permanent. What deletion removes and what it keeps is worth reading first. If you solely own a workspace that still has other people in it, hand ownership over before you delete, in that workspace’s Settings, Members, using “Make owner”.
I cannot sign in.
There are three doors and they all lead to the same account: an emailed sign-in link, a password if you have set one, and Google in a browser. If the link has not arrived, check spam. If you have forgotten a password, use the email link instead and set a new one under Account. If you no longer have access to the email address itself, write to us from an address your team can vouch for and we will help.
The app says I am offline. Have I lost work?
No. Reads come from the cache and writes queue on the device, then send themselves when the connection returns, even if you have closed the app. Anything still waiting is shown to you rather than hidden. The one deliberate exception is billing, which never queues, because a payment that applies silently hours later is worse than one that fails now.
Who can see a meeting I recorded?
Only you, until you say otherwise. Meetings are private to whoever recorded them, admins included, until you share the notes or link the meeting to a project, which makes it visible to the workspace. Action items stay proposals until you confirm them, and only then do they become ordinary tasks everyone can see.
When do the briefs and the weekly narrative arrive?
The morning brief and the daily nudges go out at 06:00 SAST, one batched send per person, never one ping per task. The weekly narrative is written and delivered at 06:30 on Monday. Both are tunable per channel under Account, Notifications.
Also useful
- Privacy and POPIA, what we hold, who else touches it, and what your rights are.
- Deleting your account, what goes, what stays, and how to ask if you cannot sign in.
- Pricing, the bands, what each includes, and what happens when you cancel.
Unhappy with how we have handled your information? Raise it with us first at joseph@underbridges.co.za. You may also approach the Information Regulator of South Africa, inforegulator.org.za.