Get help from Pinned support

Use the Support page when something is broken or confusing and the guides don't answer it. You send a request, and Pinned Support replies in the same place. Support is available on every plan, Free included.

Look in the Help Center first

The guides cover setup and use of every feature, with screenshots. To open them, click Browse the Help Center at the top of the Support page. It opens in a new tab. You can also click Help Center in the sidebar.

Send a request

1. In the sidebar, click Support.

2. Click New request.

   

3. In the first field, type a short subject. The hint reads "What do you need help with?". The subject can be up to 120 characters.

4. In the large field, describe what happened. The hint asks for what you clicked, what you expected, and any error text. You can write up to 3000 characters.

   

5. Click Send request. The button reads Sending… while your request goes out.

The Send request button stays faded until both fields have text. Click Cancel to close the form without sending.

After you send, your request opens as a thread so you can see it right away.

What to include

A good request lets us help with the first reply. Say:

• What you were trying to do.
• What you clicked.
• What you expected to happen, and what happened instead.
• Any message the app showed, word for word.

Read replies

The Support page lists your requests. Each one shows its subject, an Open or Closed label, the latest message, and when it was last updated. The latest message starts with "Pinned Support:" when we wrote it and "You:" when you did. Before you send your first request, the page says "No requests yet."

A badge such as 1 new means you haven't read the newest reply yet.

1. On the Support page, click the request.

2. Read the conversation. Your messages are on the right and labeled You. Replies from us are on the left and labeled Pinned Support. Each has a date and time.

   

Opening a request clears its new-reply badge. To go back to the list, click All requests.

Reply to Pinned Support

1. Open the request.
2. Click the box with the hint "Write a reply…" and type your message.
3. Click Send.

Your reply appears in the thread. The Send button stays faded until you type something. Use the same request for follow-ups on the same problem so the whole conversation stays together. For a different problem, open a new request.

Mark a request as resolved

When your question is answered, close the request.

1. Open the request.
2. Click Mark as resolved.

The label changes to Closed and the thread reads "This request is closed." The reply box is hidden while a request is closed.

Reopen a closed request

If the problem comes back or you have another question about it:

1. On the Support page, click the closed request.
2. Click Reopen.

The request is Open again and the reply box returns. If Pinned can't reopen it, a red message under the thread tells you why, for example when you have too many open requests or are sending too quickly.

Other ways to get help

• Ask in the community Discord at https://discord.gg/pinned. You can also click Join our Discord in the sidebar.
• Email support@pinned.gg.

Troubleshooting

The Send request button is faded

Both the subject and the details need text. Fill in both fields.

I see "Couldn't send your request — try again."

Your request didn't go through. Click Send request again. Your text stays in the form.

I see "Couldn't send the reply."

Your reply wasn't sent. Click Send again.

I see "Couldn't update the request."

The request wasn't marked as resolved or reopened. Try again in a moment.

I see "Your tickets couldn't be loaded. Refresh to try again."

Refresh the page. If it keeps happening, email support@pinned.gg.

I can't find the reply box

The request is closed. Click Reopen to write a reply.

For a tour of the rest of the sidebar, see Find your way around the dashboard.