PortfolioPlane

Proof, not status.

When something is not working

PortfolioPlane™ support is a monitored mailbox read by the people who build the product — there is no ticket portal and no tier of agents between you and them. This page says how to write so the first reply is the useful one, and states the response posture honestly rather than promising a number nobody measures.

Last reviewed 2026-08-15Published by LockedIn Labs

The address

Write to support@portfolioplane.com. It receives — the mailbox was stood up and delivery was proven with a real message before this address was published, because an address that bounces silently is worse than no address at all. Use it for anything broken, confusing, or wrong in the product: a screen that errors, an import that refuses, a count that looks impossible, a document that will not open.

What to include

A report that carries these five things can usually be reproduced on the first read, which is what makes the first reply an answer rather than a question.

  • The URL. The address bar carries the workspace and the screen, which is most of the context. Copy it whole.
  • The exact steps. What you clicked or typed, in order, starting from a screen we can also start from.
  • Expected versus observed. What you were trying to do, and what happened instead — including the exact text of any message the product showed.
  • The reference token, if one was shown. Some failures print a short machine reference; it lets us find the exact occurrence in the logs rather than a similar one.
  • When it happened, with your time zone. Logs are searched by time, and “this morning” spans half a day.

Screenshots help. One thing must stay out: do not paste clinical, payment card, or sensitive personal data into a support message. The terms keep that data out of the product, and the same rule keeps it out of the support queue.

What happens to it, honestly

The mailbox is read by the small team that builds the product, and replies come from a person who can actually change the code. No response time is committed, because there is no on-call rotation and no measurement that could support one — the security page states the same gap in the same words. What the team can honestly say: a report of the product doing something wrong is the most valuable message this company receives, and it is treated that way. Where an organization has signed an agreement that carries support terms, that agreement governs and this page fills the gaps it leaves.

One thing support will never do is ask for your password or a sign-in code. Nobody here needs either, and a message asking for one is not from us.

When this is not the right route

  • A security finding — a way into another tenant’s data most of all — starts at /.well-known/security.txt, which carries the disclosure policy. It gets acted on faster than anything else that arrives.
  • Your own membership or role is your workspace administrator’s to change, and they can act faster than we can. Support cannot add you to an organization or raise your role — that boundary is enforced in the database, deliberately.
  • Evaluating or buying the product is the contact page’s job, which routes by what you need.