{"id":22094,"date":"2022-01-18T11:30:16","date_gmt":"2022-01-18T11:30:16","guid":{"rendered":"https:\/\/ec2-54-72-10-141.eu-west-1.compute.amazonaws.com\/docs\/?post_type=knowledgebase&#038;p=22094"},"modified":"2026-03-19T12:33:21","modified_gmt":"2026-03-19T12:33:21","slug":"contact-support","status":"publish","type":"knowledgebase","link":"https:\/\/refiner.io\/docs\/kb\/getting-started\/contact-support\/","title":{"rendered":"Contact Customer Support"},"content":{"rendered":"\n<p>Do you need help setting up your Refiner account or have a general question about the service? We\u2019re here to assist.<\/p>\n\n\n\n<p>The more context you provide, the faster and more accurately our team can support you. Please review the guidelines below to help us respond to your inquiry as efficiently as possible.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-cyan-bluish-gray-color has-alpha-channel-opacity has-cyan-bluish-gray-background-color has-background is-style-default\"\/>\n\n\n\n<script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js.hsforms.net\/forms\/shell.js\"><\/script>\n<script>\nhbspt.forms.create({\n\tregion: \"na1\",\n\tportalId: \"8748251\",\n\tformId: \"4575e69e-6567-4306-acf0-8d12d07a9750\"\n});\n\nconst mutationTarget = document.body;\nconst mutationCallback = function (mutations) {\n    mutations.forEach(() => {\n        if (document.querySelector('.hs-form-iframe')) {\n            const iframe = document.querySelector('.hs-form-iframe');\n\n            iframe.addEventListener('load', function () {\n                const head = iframe.contentWindow.document.querySelector('head');\n                const inject = \n`<style id=\"refiner-styles\">\n                    form {\n                        box-sizing: border-box;\n                        margin: 0 !important;\n                        font-family: 'Inter', sans-serif;\n                    }\n                    input[type=\"text\"],\n                    input[type=\"email\"],\n                    textarea {\n                        font-family: 'Inter', sans-serif;\n                        background: #ffffff !important;\n                        border-radius: 1px !important;\n                        border: 1px solid #CBD5E1;\n                        box-shadow: none;\n                    }\n                    input[type=\"text\"]:focus,\n                    input[type=\"email\"]:focus,\n                    textarea:focus {\n                        border: 1px solid #94A3B8;\n                    }\n                    input[type=\"submit\"] {\n                        font-family: 'Inter', sans-serif;\n                        transition-timing-function: cubic-bezier(0.4, 0, 1, 1) !important;\n                        transition-duration: 100ms !important;\n                        --tw-text-opacity: 1 !important;\n                        color: rgba(255, 255, 255, var(--tw-text-opacity)) !important;\n                        font-weight: 600 !important;\n                        font-size: 16px !important;\n                        padding: 0.75rem 1.25rem !important;\n                        --tw-bg-opacity: 1 !important;\n                        background-color: rgba(0, 56, 255, var(--tw-bg-opacity)) !important;\n                        --tw-border-opacity: 1 !important;\n                        border-color: rgba(0, 56, 255, var(--tw-border-opacity)) !important;\n                        border-width: 1px !important;\n                        border-radius: 0.5rem !important;\n                        min-height: 48px;\n                    }\n                    input[type=\"submit\"]:hover {\n                         --tw-bg-opacity: 1;\n                         background-color: rgba(2, 34, 146, var(--tw-bg-opacity)) !important;\n                         border-color: rgba(2, 34, 146, var(--tw-bg-opacity)) !important;\n                    }\n                    .actions {\n                        margin-bottom: 0 !important;\n                        padding-bottom: 0 !important;\n                    }\n                    span.hs-form-required {\n                        color: #FF5170;\n                        padding-left: 5px;                                \n                    }\n                    .hs-form-field {\n                        margin-bottom: 2.2rem!important;\n                    }\n                    div.hs-form-field label {\n                        font-family: 'Inter', sans-serif;\n                        font-size: 17px!important;\n                        font-weight: 600;\n                    }\n                    .hs-error-msgs.inputs-list {\n                        margin: 0.5rem 0;\n                        padding: 0px;\n                    }\n                    legend.hs-field-desc {\n                       font-size: 14px!important;\n                       padding: 0px;\n                       color: #64748B!important;\n                       line-height: 1.4;\n                       margin: 5px 0px 8px 0px;\n                    }\n                    .inputs-list label {\n                        font-size: 17px;\n                    }\n                    .inputs-list label a {\n                        font-size: 17px;\n                        color: #051544;\n                        text-decoration: underline;\n                    }\n                    .hs_error_rollup {\n                        background: #ca595e;\n                        border-radius: 5px;\n                        padding: 1rem 1rem;\n                    }\n                    .hs_error_rollup .hs-error-msgs label.hs-main-font-element {\n                        color: #ffffff;\n                        margin: 0px;\n                    }\n                    .hs-error-msgs label {\n                        font-weight: 300!important;\n                        color: #e59193;\n                    }\n                    .hs_error_rollup .hs-error-msgs.inputs-list {\n                        margin: 0px;\n                    }\n                    .hs_error_rollup .inputs-list:first-child {\n                        padding-top: 0px;\n                    }\n                    .submitted-message {\n                        padding: 1.5rem 2rem;\n                        font-size: 17px!important;\n                        color: #0d1734;\n                        text-align: left;\n                        font-weight: 300;\n                        font-family: 'Inter', sans-serif;\n                        background: #e6edfe;\n                        border-radius: 12px;\n                    }\n                    <\/style>`;\n                head.insertAdjacentHTML('beforeend', inject);\n            });\n            observer.disconnect();\n        }\n    });\n};\nconst observer = new MutationObserver(mutationCallback);\nobserver.observe(mutationTarget, {\n    childList: true,\n    subtree: true,\n});\n<\/script>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-cyan-bluish-gray-color has-alpha-channel-opacity has-cyan-bluish-gray-background-color has-background is-style-default\"\/>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"include\">What kind of information should I include?<\/h3>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"data\">Will you be able to access the data in my account?<\/h3>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"env-id\">Where can I find the Environment ID<\/h3>\n\n\n\n<p>You can find the environment ID on the General Settings page. Next to the ID field you&#8217;ll find an option to copy the identifier to your clipboard. You can paste the environment ID  in the support form above, or copy &amp; paste the URL of the environment overview page.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"532\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.43.14-1024x532.png\" alt=\"\" class=\"wp-image-25886\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.43.14-1024x532.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.43.14-800x416.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.43.14-768x399.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.43.14.png 1255w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"survey-id\">Where can I find the Survey ID<\/h3>\n\n\n\n<p>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&#8217;ll find an option to copy the identifier to your clipboard. You can paste the survey ID in the support form above, or copy &amp; paste the URL of the survey editor.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"561\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.55.36-1024x561.png\" alt=\"\" class=\"wp-image-25887\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.55.36-1024x561.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.55.36-800x438.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.55.36-768x421.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/04\/Screenshot-2024-04-23-at-11.55.36.png 1226w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"response-id\">Where can I find the Response ID<\/h3>\n\n\n\n<p>If your support inquiry is about a specific survey response, please include the response ID in your request. You can find the ID by opening the header section of the response. Next to the ID, you&#8217;ll find an option to copy the identifier to your clipboard. <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"609\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-18-at-11.32.10-1024x609.png\" alt=\"\" class=\"wp-image-26597\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-18-at-11.32.10-1024x609.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-18-at-11.32.10-800x476.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-18-at-11.32.10-768x457.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-18-at-11.32.10-1536x913.png 1536w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2025\/03\/Screenshot-2025-03-18-at-11.32.10.png 1998w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"reply-time\">When can I expect an answer?<\/h3>\n\n\n\n<p>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&#8217;ll monitor our inbox for urgent matters regularly and will also respond during off hours if necessary. <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Do you need help setting up your Refiner account or have a general question about the service? We\u2019re here to assist. The more context you provide, the faster and more accurately our team can support you. Please review the guidelines below to help us respond to your inquiry as efficiently as possible. What kind of [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/docs\/kb\/getting-started\/contact-support\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","template":"","knowledgebase_tag":[],"class_list":["post-22094","knowledgebase","type-knowledgebase","status-publish","hentry","knowledgebase_cat-getting-started"],"featured_image_urls_v2":{"full":"","thumbnail":"","medium":"","medium_large":"","large":"","1536x1536":"","2048x2048":"","ab-block-post-grid-landscape":"","ab-block-post-grid-square":"","gb-block-post-grid-landscape":"","gb-block-post-grid-square":""},"post_excerpt_stackable_v2":"<p>Do you need help setting up your Refiner account or have a general question about the service? We\u2019re here to assist. The more context you provide, the faster and more accurately our team can support you. Please review the guidelines below to help us respond to your inquiry as efficiently as possible. 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&hellip;<\/p>\n","category_list_v2":"","author_info_v2":{"name":"Moritz Dausinger","url":"https:\/\/refiner.io\/docs\/author\/user\/"},"comments_num_v2":"0 comments","acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Customer Support<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/docs\/kb\/getting-started\/contact-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Customer Support\" \/>\n<meta property=\"og:description\" content=\"Do you need help setting up your Refiner account or have a general question about the service? 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