Getting help from a human

There is a Get help button in the header of every page in the app. Use it whenever something is broken, confusing, or just not doing what you expected. It reaches the two people who build PowerGrant, not a ticket queue.

Sending a message

Click Get help, describe what’s happening, and send. That’s the whole thing — there’s no category to pick and no form to fill out.

Be as specific as you can. “The second draft button is greyed out and I don’t know why” gets a useful answer faster than “it’s broken.” If you saw an error message, copying its wording helps a lot.

You’ll get a confirmation email straight away so you know the message went somewhere. If that email doesn’t arrive within a few minutes, check spam, and then email hello@powergrant.ai directly.

What we can see

So we don’t have to ask you three follow-up questions before we can start, the message arrives with some context attached automatically:

• Your name and email, and your organization and role in it
• Your current plan
• Which page you were on, and which draft you had open
• Your app version and browser

We do not see the contents of your draft, your knowledge base, or anything else in your account. Only the message you typed and the list above. If a particular answer or document is relevant, tell us its name or paste the part that matters.

How you’ll hear back

We reply by email, to the address on your account. Replies come from a real person — usually within a business day, often much faster.

You don’t need to do anything to keep the thread open. Just reply to our email and it comes back to us.

When to use something else

Feature requests and “it would be nice if…” belong on the Feedback button at the bottom-right of the app. That’s a public board where you can see what other people have asked for and add your vote, which is genuinely more useful than a private email for shaping what gets built next.

Billing questions — a card that won’t go through, a plan change, a refund — can go through Get help too. There’s no separate billing address to find.

Something urgent and customer-facing, like a grant deadline today and the app is down: use Get help and say so in the first line. It goes to the same place, and “deadline today” in the message is what moves it to the front.