Contact customer support
Do you need some help setting up your Refiner account? Do you have a general question about our service? We are here to help! The more information you provide, the better we can help you. Please find more information further below about how you can help our team to respond to your inquiry quickly.
What kind of information should I include?
The more details and context you provide, the easier it gets for our team to provide a helpful answer to your questions. You can send us general information describing your issue, screenshots, survey IDs, etc. Whatever you think will help us better understand your issue is appreciated.
Will you be able to access the data in my account?
If you opt-in in the form above, our team will be able to gain access to data in your account (settings, surveys, dashboard, and user data). Access to data in your account is not needed for generic questions. If you have specific questions about your setup, granting permission to access your data is usually helpful.
Where can I find the Environment ID
You can find the environment ID on the General Settings page. Next to the ID field you’ll find an option to copy the identifier to your clipboard. You can paste the environment ID in the support form above, or copy & paste the URL of the environment overview page.
Where can I find the Survey ID
You can the ID of a survey in the top section of the survey editor. Click on the three dots button will reveal the ID. You’ll find an option to copy the identifier to your clipboard. You can paste the survey ID in the support form above, or copy & paste the URL of the survey editor.
When can I expect an answer?
Our support desk is open Monday through Friday, 9am to 6pm CET (Paris, France). During opening hours, you can usually expect a first response within two hours. For inquiries received during our off hours, please expect an update when normal business hours resume. We’ll monitor our inbox for urgent matters regularly and will also respond during off hours if necessary.