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How to Seek Support

Our goal is to provide timely and consistent support while keeping communication organized for everyone. Before reaching out, please make sure you are using the appropriate support channel for your request.

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Before requesting support

Before submitting a support request, please:
  • Read the relevant documentation on support.workbolt.ai.
  • Review recent Discord announcements and pinned messages.
  • Gather any information that will help us investigate your issue (such as screenshots, job IDs, or error messages).
Experts are responsible for staying up to date with announcements and documentation. We will continue to share important updates, but it is your responsibility to review them regularly. Failure to follow project updates may result in missed information, repeated support requests, project pauses, or offboarding.

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Choosing the right support channel

Different questions should be directed to different channels.

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General Support

Use General Support when you need help with:
  • Account questions
  • Job status
  • Recording reviews
  • Project requirements
  • Payment questions
  • Platform errors
  • Documentation clarification
  • Technical issues not already covered in the documentation
General support requests can be submitted through:
  • Support Email
  • Discord support request channel
  • Weekly Support Office Hours

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Engineering Support

Engineering support is reserved for genuine platform bugs or technical issues that require developer investigation. Examples include:
  • Platform crashes
  • Buttons or pages not working
  • Jobs failing to load
  • Features behaving unexpectedly
  • Reproducible software bugs
When reporting a bug, include:
  • Steps to reproduce the issue
  • Screenshots or screen recordings
  • Browser and operating system
  • Any error messages
  • The project you were working on
Providing complete information helps us investigate more quickly.

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Re-review Requests

If you believe a review was incorrect, submit a Re-review Request through the designated form. The re-review form can be found in the support channels if it is still being offered. Do not repeatedly contact support regarding the same review while it is being processed.

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Support Response Expectations

Our team reviews support requests as quickly as possible. To help us respond efficiently:
  • Submit one request per issue.
  • Do not send duplicate emails or Discord messages.
  • Do not contact multiple staff members regarding the same problem.
  • Wait for 24-48 response before submitting another request.
Submitting the same request through multiple channels slows down support for everyone. Experts who badger support or consistently ask issues that have been answered in support website and announcement channels will not be responded to. Badgering or harassing support or workbolt staff are grounds for off-boarding without prior warning.

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Weekly Support Office Hours

We host live support sessions twice each week where experts can ask questions directly. Schedule
  • Wednesday: 12:00 PM – 1:00 PM PDT
  • Saturday: 12:00 PM – 1:00 PM PDT
Support sessions end promptly at 1:00 PM PDT. Experts who join early will be prioritized. Questions are answered on a first-come, first-served basis. If time allows, additional questions will be answered after everyone in the queue has had an opportunity. Joining the call does not guarantee your question will be answered.

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Office Hour Etiquette

To ensure support sessions remain productive for everyone, please follow these guidelines.

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Be respectful

  • Treat staff and fellow experts professionally.
  • Do not use abusive, aggressive, or disrespectful language.
  • Harassment or personal attacks will not be tolerated.

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Wait your turn

  • Do not interrupt someone who is speaking.
  • Wait until your turn before asking a question.
  • Allow moderators to manage the speaking order.

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Keep questions concise

  • Ask clear, specific questions.
  • Avoid repeating questions that have already been answered.
  • Limit excessive follow-up questions so others have an opportunity to receive support. Only 1-2 followups are allowed, based on moderators discretion.

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Stay on topic

Support calls are intended for project-related questions. Please avoid unrelated discussions during office hours.

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Respect moderator decisions

Moderators may:
  • Move discussions to another channel
  • Ask you to wait
  • End discussions that have already been answered
  • Redirect questions to documentation or support channels
Please follow these instructions promptly.

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Do not monopolize the session

Support office hours are shared by the entire community. Please be mindful of everyone’s time and allow other experts the opportunity to ask questions.

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Communication Standards

All community members are expected to communicate professionally. This includes:
  • Being respectful
  • Remaining patient while waiting for assistance
  • Following moderator instructions
  • Using the appropriate support channels
  • Staying informed through documentation and announcements
Failure to follow these communication guidelines may result in warnings, communication restrictions, project pauses, or offboarding depending on the severity and frequency of the behavior. Thank you for helping us maintain an organized, respectful, and productive community.