Support
This page explains how to get help with SecureThread, how to report a security issue, and how to ask about personal data.
Ask for help in the app#
Open Help and support from the account menu, and choose New request. The setup, domains, AI access, agents and approvals screens also have a Help link. It opens the guide for that screen in a new tab.
The request form asks for:
- a Topic: Account and sign-in, Billing and plans, Sending mail, Sending domains and DNS, AI agents and MCP, Approvals, Something is broken, or Something else;
- a Subject of 3 to 160 characters;
- Details of 10 to 10,000 characters.
SecureThread attaches these details automatically: the page you were on (the path only, without any query string), your browser, and your time zone. The request is filed under your workspace. The details do not include the content of your emails. The subject and details you type are sent with the request.
Your requests appear under Help and support, with a reference, a status (Open, Waiting for you or Resolved) and the replies from support.
Response times#
When a response target applies, the Help and support page shows it above your requests. Until a target is set, this guide and the app promise no particular response time.
Email the support inbox#
When your SecureThread has a support inbox, Help and support shows its address, and you can email it too. Staff review the messages sent to it.
Check the status page first#
If the problem affects many people, check the status page. It shows whether sending, sign-in or sign-ups are paused, under maintenance, or affected by an incident.
Privacy requests#
To ask about your personal data, open the privacy request form at /privacy/request. You can ask for a copy of your personal data, a correction, deletion, an objection to how your data is used, or raise a grievance. You can also ask a privacy question.
The form asks for:
- your email address, which receives the confirmation link;
- your relationship to SecureThread: you have a SecureThread account, you were sent email through SecureThread, or something else;
- the request type and the details;
- your name and your organization, if you want to give them.
SecureThread sends a confirmation link to the address you give. Nothing happens to your request until you open that link and confirm it. Confirming shows that you control that address. A request that is not confirmed is deleted after 7 days. After you confirm, SecureThread emails you an acknowledgement with a reference. Staff then handle the request, and SecureThread emails you when it is closed.
When a request concerns email that an organization sent you through SecureThread, staff can pass it to that organization. Its administrators then get the request by email. SecureThread tells you that the request was passed on, without naming the organization.
Security issues#
Report a suspected security problem through Help and support, choosing Something is broken, and say in the subject that it is a security report. Do not send passwords, personal access tokens, mailbox passwords or app passwords in a report, by email or in the app.
Legal documents and trust#
The legal documents are at /legal: the terms, the acceptable use policy, the data processing agreement, the privacy policy and the list of sub-processors. The trust page is at /trust. Each legal page shows its version. Until counsel has reviewed a document, its page carries the notice "DRAFT, pending legal review".
What to include in a request#
- The page you were on, and what you were trying to do.
- The time it happened, with your time zone if it is not obvious.
- The exact message or code you saw. Troubleshooting lists the codes.
- The reference of an existing request, if you have one.
- If you called the API, the
requestIdfrom the error response.
Do not include passwords, personal access tokens, provider secrets or mailbox credentials. Do not include the content of your email unless support asks for it.