> ## Documentation Index
> Fetch the complete documentation index at: https://help.afflo.app/llms.txt
> Use this file to discover all available pages before exploring further.
# Contact Support
> Reach the Afflo team when you need human help.
We aim to reply within one business day for most questions, and faster for outages or payouts. A well-written ticket gets a faster, more useful answer — here's what to send.
## How to reach us
* **Email** — `support@example.com`
* **In-app help** — click the **Help Center** link in the sidebar for quick actions
## What to include
Ticket quality matters. Include:
1. **What you were trying to do.** "I was running Pay All for the Summer program" beats "payouts broke."
2. **What actually happened.** Copy-paste any error text, or screenshot the screen.
3. **What you've already tried.** Saves us suggesting the same steps.
4. **Your organization name and relevant store URL** (Shopify domain, for instance).
5. **Approximate time** the issue happened — minute accuracy is fine.
6. **A single affiliate, program, or order ID** if the issue is about a specific record.
Screenshots help more than you'd expect. One image can save several back-and-forth replies.
## Do not send
* Passwords or tokens (we never ask for these)
* Full payment or bank details
* Customer PII beyond what's strictly relevant
## Severity
* **Urgent** — outage, data loss, payouts not landing for many partners at once. Put "URGENT" in the subject.
* **Standard** — a bug, a question, or a feature limitation.
* **Feature request** — we read all of these. Detail about the use case helps us prioritize.
## Status and outages
When something breaks on our end, we'll post a banner inside Afflo. If the app loads but something specific is broken, check the banner first before assuming the problem is on your side.
## Related
Most questions have a fast answer here.
Diagnose before you ticket.