Contacting support
We're here to help. Pick the option that matches what you need.
Live chat
The fastest way to get help is live chat from inside the dashboard. Click the chat icon in the bottom right of any page in One Privacy and a real person responds during our support hours.
Live chat is best for:
Quick questions ("Where do I find...?").
Walking through a setup with our help.
Reporting something that's not working.
Email
Send us an email at hello@oneprivacy.io. We typically reply within a few hours during business hours, and the next business day otherwise.
Email is best for:
Detailed issues with screenshots or logs attached.
Questions that need a written record.
Compliance and legal questions where you want a thoughtful answer.
Status page
Before reporting an issue, check our status page to see if there's an ongoing incident. Active incidents are listed with the latest update.
Information that helps us help you
When you reach out, sharing the details below helps us solve your issue on the first reply:
Your workspace name in One Privacy.
The website URL you're working with.
A short description of what you expected and what happened instead.
A screenshot or screen recording if it's a visual issue.
The time when something happened (so we can pull the right logs).
The browser and device you're using if it's a banner-on-website issue.
Response times by plan
Free. Live chat and email during business hours. Best-effort response.
Basic. Live chat and email. Response within one business day.
Pro. Live chat and email. Response within four business hours.
Enterprise. Priority support with a dedicated channel. Response within one business hour for urgent issues.
What we can help with
Setting up your banner, scans, geo rules, and audit.
Troubleshooting installation on your website.
Compliance questions about how One Privacy works (we can't give legal advice, but we can explain how the product helps you comply).
Billing and account issues.
What we can't help with
Specific legal advice for your business; speak to your lawyer.
Custom code or integrations beyond what's documented; we can advise on the best approach.
Issues with third-party tools (Google Analytics, your CMS, your developer's code) that aren't related to One Privacy.
What's next
FAQ.