How to contact Mintoor support
The fastest way to reach us, and what to include so we can help you quickly.
Channels
Email: hello@mintoor.com — primary support channel. Response within one business day, usually faster.
AI Support Agent (in-app chat) — rolling out with beta launch. Answers common questions instantly using this knowledge base. Escalates to a human if it can't answer.
Urgent issues (security, harassment, billing fraud): email with "URGENT" in the subject.
We don't have a phone line yet. We're a small team and email lets us handle more requests more carefully than a phone queue would.
What to include
The more of this you include upfront, the faster we respond:
- Your account email (the one you sign in with)
- What you were trying to do
- What happened instead
- Screenshots or screen recordings if relevant
- Browser / device (Chrome on Mac, Mintoor iOS 2.3, etc.)
- Approximate time it happened (helps us find the event in logs)
Response times
- General support: within 1 business day. Usually 2–6 hours during US working hours.
- Billing issues: within 1 business day.
- Security issues (unauthorized access, harassment): within 4 hours during business hours, within 24 hours on weekends.
- Data loss / bug reports (feature broken for you): within 1 business day; bug fixes released on our normal cadence (weekly).
- Feature requests: acknowledged within 3 business days; no SLA on implementation.
When you'll hear back faster
- Specific and self-contained questions (we can answer without follow-up)
- Screenshots that show the full context
- Account email matches the email you're writing from
- "Here's what I've already tried" — saves us the back-and-forth
When you might wait longer
- Weekends and US holidays
- Between 11pm and 7am ET (we're not a 24/7 operation yet)
- During major releases or active incident response (very occasional)
Response from the AI agent first
As of beta launch, emails land with the AI agent first. If it can answer, you'll get a response within 5 minutes. If not, it escalates to a human.
The AI agent is trained exclusively on this knowledge base — if you've already checked help.mintoor.com, the agent won't know more than you do, but it can often quickly cite the exact article that answers your question.
Why it's not instant
We're intentionally a small team with no outsourced support. Every response is from someone who actually knows the product. This sometimes means slower than you'd like; it always means the answer is accurate.
Still stuck?
You're writing to us BECAUSE you're stuck. That's fine. We'll sort it out together.