User Guide
Contacting Support
How to reach Affinity Design Support for help, questions, and account changes
When to Contact Support
Since there's no agency in between, Affinity Design Support is your direct line for anything Command can't handle:
| Issue Type | Who to Contact |
|---|---|
| Account access problems | Support |
| Billing disputes | Support |
| Plan changes | Self-serve in Billing |
| Agent behavior changes | Self-serve in Agents |
| Website redesigns or builds | Support |
| Urgent issues (site down) | Support |
| Quick data lookups | Command ✅ |
| Content edits | Command ✅ |
| SEO performance check | Command ✅ |
How to Reach Support
Through the Portal
Use the Contact Support option in the sidebar. This sends a message directly to the Affinity Design support team.
Direct Contact
Affinity Design may provide:
- Email address for support tickets
- Phone number for urgent issues
- A support chat channel for real-time communication
What to Include
When contacting support, include as much of the following as possible:
- Your name and business name
- Account ID (found in Settings)
- Description of the issue — what happened, what you expected
- When it happened — date and time
- Screenshots — if applicable, attach them or describe what you see
- Steps to reproduce — if it's a recurring issue
Response Times
Response times vary by your plan tier's support level:
| Priority | Typical Response |
|---|---|
| Urgent (site down, data loss) | Same business day |
| High (broken feature, billing error) | 1–2 business days |
| Normal (questions, minor issues) | 2–3 business days |
| Low (feature requests, feedback) | Next sprint cycle |
These are general guidelines. Higher-tier plans may include faster SLAs.
Escalation
If you're not getting the response you need:
- Follow up — Reply to your original support message
- Request escalation — Ask for your case to be escalated to a manager
Before Contacting Support
Try these self-service options first:
- Command — Ask it to look up data, make changes, or answer questions
- Knowledge Base — Check if your question is answered there
- Dashboard — Verify the issue still exists (some issues resolve automatically)
- This documentation — Search for the relevant section
Many common questions can be resolved instantly through Command without waiting for support.