Support

Stuck? One email is enough

No phone tree, no chatbot loop, no ticket that vanishes. Everything comes into one inbox, in English or 中文, and a person who writes the code writes back.

First response · 1–2 business daysMon–Fri, UTC+8service@scopeguard.work
Get in touch

One address, three subject lines

Same inbox either way — the prefix just gets your message to the right queue faster.

General support

How-to questions, bugs, feature requests, anything that looks broken. Write in whichever language you think in.

service@scopeguard.work
EN / 中文 · no subject prefix needed

Billing & subscriptions

Invoices, refunds, plan changes, a charge you do not recognise. Payments run through Creem; we reconcile on our side.

service@scopeguard.work
Subject: Billing · 1 business day

Privacy & data

Export a copy, delete an account, exercise a right under the privacy policy. Answered within five business days.

service@scopeguard.work
Subject: Privacy · 5 business days

One inbox, one email, a human replies. We commit to a first response within 1–2 business days — if we are late, chase us.

Response times

What you can hold us to

Business days are Monday to Friday, UTC+8. These are first-response commitments, not resolution times.

Request typeFirst responseNotes
General questions & bugs1–2 business daysMost are closed in the first reply
Billing, refunds, invoices1 business dayHave your Creem order number ready
Cannot sign in / data not savingSame dayMark the subject URGENT
Privacy rights requests5 business daysUpper bound set by the privacy policy
Include these five things and you save a whole round trip: your account email, the project name, roughly when it happened, your browser, and a screenshot.
FAQ

Answered before you ask

Billing, Creem, and what actually counts as scope creep.

How do I upgrade to Pro?
Open Account → Subscription and pick a plan; checkout opens on Creem. Pro normally unlocks within a minute of a successful payment. If it is still locked after ten minutes, send us the Creem order number and we will reconcile it by hand.
Why does checkout go to Creem? Is it safe?
Creem is our payment provider and merchant of record — it handles checkout, invoicing and tax. Your full card number only ever reaches Creem; ScopeGuard receives the subscription status and the last four digits, nothing more. The badge in our footer links straight to them.
How do I cancel? Does it stop immediately?
Account → Subscription → Cancel renewal. No email needed. The period you already paid for runs to its end, then the account drops to the free tier: one project stays active, the others become read-only. Nothing is deleted.
Can I get a refund?
Yes. Within 14 days of your first Pro charge — monthly or lifetime — and provided you have not generated an add-on invoice yet, write to us for a full refund. We process it within one business day; the bank usually takes another three to ten to show it.
What does the free plan actually include?
One active project with nothing stripped out: Scope Baseline, add-on logging, Creep Meter, add-on invoice, client read-only view, and data export. Archived projects do not use up the quota, so you can swap the active one whenever you like.
What counts as scope creep? Who decides?
You decide. ScopeGuard never rules on whether a request is out of scope — it adds up the entries you confirmed and compares them against the baseline you locked. Your criteria live in that baseline: the deliverable list, the number of revision rounds, and the estimated hours.
Can my client see my account or my rate?
No. The client view is a separate token link that shows only that project's baseline and add-on entries. Your account details, your other projects and your hourly rate breakdown are not in it. Revoke the link and it dies immediately.
I logged an entry wrong. Can I fix it? Can I export everything?
Entries can be edited or deleted at any time, and an invoice can be regenerated before you send it. Every project, entry and invoice exports to CSV and PDF — including on the free tier. We are not going to hold your data hostage.
Read first

Half of all questions are already written down

Worth ninety seconds before you open your mail client.

DocumentationFrom first baseline to first add-on invoiceScope visualizationWhat the client actually seesTerms & PrivacyAccounts, billing, data and your rights
Status & community

How you hear from us when something breaks

And how to get involved if you want more than a bug fix.

01Service status and known issues

We do not run a separate status page yet, and we would rather say so than link you to an empty dashboard.

  • Planned maintenance is announced at least 48 hours ahead, in an in-app banner and by email to your account address.
  • Unplanned outages are updated live on the same two channels, and closed out with a short write-up once service is restored.
  • Known issues get listed here with the symptom, who is affected and an expected fix window. The list is empty right now — when it is not, you will see it before you have to ask.
  • Service notices go to your account email automatically. There is no separate list to subscribe to.
  • Need a historical availability record for procurement due diligence? Ask, and we will put one together per quarter.

02Get involved

No forum, no Discord, no community manager. Feedback goes straight into the inbox and lands on the desk of whoever will implement it.

  • Feature requests are welcome as one plain sentence describing the situation you were in. We build for the situation, not the feature name.
  • Want early access? Email us with Beta in the subject and one line about how you use ScopeGuard.
  • Reporting a bug? Account email, project name, roughly when it happened, browser, screenshot. Five lines, one round trip saved.

Did not find it here?

Write to us in English or 中文. A person reads every message, and we answer within one to two business days.

Email supportBrowse the docs