Getting started·Beginner4 min read

Contact and track Yesoma support

Submit a tracked request, understand your human-response target, follow progress, add information, and safely use email when you cannot sign in.

In this guide

Open a tracked request
Understand your response target
Track the request
Add information or reopen a request
Contact support by email
Why a paid-plan note may appear
Related

Yesoma support is designed to be reachable without turning a request into an untracked email thread. Signed-in requests keep the issue, workspace, entitlement, replies, and progress under one reference.

Open a tracked request

Choose Contact support from the navigation or any contextual support button. The same secure form opens over your current page.

Choose the closest topic.
Describe what you expected, what happened, and what you already tried.
Leave Include workspace snapshot selected when plan, team mode, and the current page would help with diagnosis.
Choose Send to support.

Never send passwords, one-time codes, secret keys, or full payment-card details. The workspace snapshot contains product diagnostics only. Turning it off does not change your support level or response target.

Understand your response target

The form shows your account state and initial human-response target before you submit. The target is measured from the time Yesoma safely records the request. The automatic receipt confirms delivery; it does not count as a human response.

Account	Initial human-response target
Starter	Best effort; no committed response window
Business, including an active Business trial	Within 2 business days
Growth	Within 1 business day
Studio	Within 4 business hours
Enterprise	According to the configured support terms

Security reports and service outages are triaged before ordinary questions, regardless of plan. A response target is operational guidance unless your agreement expressly identifies it as a contractual service-level commitment.

Track the request

Open Support requests from the navigation to see requests available to you. Workspace Owners and Admins can see all requests from their workspace. Other teammates see the requests they submitted.

Each request shows:

its Case reference;
the current stage;
the initial human-response target;
the complete safe conversation;
customer-facing progress updates; and
receipt-delivery state.

The stages are Received, Triaged, Investigating, Waiting on you, Monitoring, and Resolved.

Add information or reopen a request

Open the request and use Add information. New information stays with the same Case. Adding information to a resolved request reopens it automatically, preserving the earlier history.

Contact support by email

You can email support@getyesoma.com when you cannot use the signed-in form. Yesoma associates the email with a workspace only when the sender address exactly matches one active profile in one workspace. If the address is unknown or belongs to more than one workspace, support will verify the account before discussing private details. Yesoma never guesses a workspace from the sender's email domain.

For the clearest entitlement and fastest account verification, use the signed-in support form whenever you can.

Why a paid-plan note may appear

Starter and eligible lower-plan requests may include a discreet link to review plans with faster support targets. The request is already recorded, and upgrading is never required for Yesoma to receive it. Upgrade notes are suppressed for security, outage, billing, and cancellation requests.