Contact Support
Email support
Section titled “Email support”Email support@visibilityiq365.com. We aim to respond within one business day (Monday–Friday, 9am–5pm US Pacific time).
What to include
Section titled “What to include”The more context you provide, the faster we can help. Include:
- Account email — the email address associated with your VisibilityIQ account
- Project name — which project the issue affects
- What you were trying to do — the action you were taking when the issue occurred
- What happened instead — the actual behavior, including any error messages
- When it happened — approximate time and date (UTC is helpful)
- Steps to reproduce — if the issue is repeatable, list the steps
For UI issues, a screenshot is worth a thousand words. For API issues, include the request and response (redact your API key from any headers you share).
Reporting a false positive
Section titled “Reporting a false positive”If you believe a specific audit finding is incorrect, use the Report false positive button in the finding detail view rather than emailing support. This routes the finding data directly to the engineering team for review.
Feature requests
Section titled “Feature requests”Feature requests go to support@visibilityiq365.com as well. We track all requests and review them when planning future development. Include your use case — not just what you want, but why, and what problem it solves.
Response time expectations
Section titled “Response time expectations”| Issue type | Target response |
|---|---|
| Account can’t sign in | Same business day |
| Connector completely broken | Same business day |
| Crawl stuck / not completing | Next business day |
| Data quality / false positive | 2–3 business days |
| Feature request | Acknowledged within 5 business days |
During high-volume periods (e.g., after a major release), responses may take an additional business day.