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How support works, and what happens if you don't hear back
The Contact Support page is the one channel that's always durable — here's the real response-time target, and the real mechanism if a ticket goes quiet.
Signed-in support runs through the Contact Support page, reachable from the help beacon in the corner of every page ("Send a support message") or your Account page. Whatever you type there is saved the instant you submit it, tied to the email on your account — it does not depend on any particular inbox actually receiving anything, which matters because the fastest, most durable path is the one that's guaranteed to be read.
The response-time target
Contact Support states a real target next to the message box before you even send it: a tighter window for any paid plan, a longer one on Free. That number is read live from the same plan logic your account uses everywhere else, so it can never drift out of date the way a hand-typed promise on a help page could. It is stated as a target, not a guarantee — there is no fixed-price SLA contract behind it, just an honest number the team works against.
What happens if a ticket goes quiet
Every open message is tracked against its own plan's target. If one runs past that target without a reply, it surfaces as a real internal alert — the team gets paged the moment a real ticket is actually overdue, not just when someone happens to remember to check. You never have to chase a second time to make that happen.
The email fallback
There's also a mailto link to hello@pingmybrand.com if you'd rather compose from your own inbox. Treat it as a fallback, not the primary path — the in-app form above is the one channel whose delivery doesn't depend on any inbox's own uptime.
Reach the form any time from the help beacon on your dashboard or the Support card on your Account page.