← Back to Documentation

Getting Help

If you've encountered an issue, have a question, or need assistance with Mentora, there are several ways to reach our support team.

In-App Support

The easiest way to get help is through the Mentora application itself.

  1. Click the Help icon (usually a question mark or chat icon) in the top navigation bar or bottom left of the dashboard
  2. Select Contact Support or Send Feedback
  3. Describe your issue and include any relevant screenshots
  4. Our team will respond within 24 business hours

Email Support

For urgent issues or if you prefer email, reach out directly:

Email: support@getmentora.app
Response time: 24 business hours during business days (Monday–Friday)

Include as much detail as possible in your email (see "What to Include" below).

Billing & Subscription Questions

For questions about billing, subscription status, or pricing:

Email: billing@getmentora.app
Response time: 24–48 business hours

Feature Requests & Feedback

Have an idea for a new feature? Use the Feedback button in Mentora (usually found in the Help menu or settings):

  1. Click Feedback
  2. Describe your idea clearly and explain the problem it solves
  3. Include use cases if relevant
  4. Submit

Our product team reviews all feedback and uses it to prioritize future features.

What to Include in Your Support Request

To help us resolve your issue faster, please include the following information:

Essential Information

Helpful Details

For Billing Issues

For Performance Issues

Common Issues & Quick Fixes

Before contacting support, try these quick fixes:

"I forgot my password"

  1. Click "Forgot Password?" on the login page
  2. Enter your email address
  3. Check your email (including spam/junk folder)
  4. Click the password reset link
  5. Create a new password

Still not working? Make sure you're checking the correct email account. If you signed up with Google or Microsoft, use those buttons instead.

"I can't log in"

  1. Refresh your browser (press F5)
  2. Clear your browser cache (Ctrl+Shift+Delete or Cmd+Shift+Delete on Mac)
  3. Try a different browser (Chrome, Firefox, Safari, Edge)
  4. Try a private/incognito window
  5. Try a different device

See Can't Log In for more detailed troubleshooting.

"My changes aren't saving"

  1. Refresh the page (press F5)
  2. Check that you have internet connection
  3. Logout and log back in
  4. Try a different browser

See Data Not Saving for more scenarios.

"I can't see my team's goals"

  1. Check your role: Go to Settings → find your workspace role
  2. If you're an Employee, only you can see your own goals
  3. If you're a Manager, you should see your direct reports' goals
  4. If you can't see a direct report's goals, they may need to be reassigned to you

See Permission Denied for role clarification.

"I wasn't invited or can't find my invitation"

  1. Check your email spam and junk folders
  2. Ask your admin to resend the invitation
  3. Wait 5–10 minutes for the email to arrive
  4. Check your corporate email filters (if on a work account)

See Invitation Not Received for more help.

Response Times & Support Hours

Channel Response Time Hours
In-app help 24 business hours Mon–Fri, 9 AM–5 PM PT
Email support 24 business hours Mon–Fri, 9 AM–5 PM PT
Billing 24–48 business hours Mon–Fri, 9 AM–5 PM PT
Feedback No guaranteed response Reviewed weekly

Note: We may be slower to respond during holidays. We appreciate your patience!

Providing Feedback on Documentation

Found an error in this documentation or have a suggestion for improvement? We'd love to hear it!

How to provide feedback:

  1. Use the Feedback button in Mentora — Click Help → Feedback, mention "documentation" and describe your suggestion
  2. Email support — Send a note to support@getmentora.app with the subject "Documentation Feedback" and the specific page
  3. GitHub — If you're technical, you can file an issue on our public repository (if applicable)

Security Issues

If you discover a security vulnerability or issue, do not post it publicly or in regular support channels.

Please report security issues responsibly to: security@getmentora.app

Include:

We take security seriously and will respond within 24 hours.

FAQ: Before You Contact Support

Q: Is Mentora down? How do I check service status?

A: Check our status page at status.getmentora.app for real-time updates on system health. If the service is down, we're already working on it.

Q: Can I export all my data?

A: Yes. Go to Goals → Export button → choose CSV or JSON. This exports your goals, milestones, and tasks. Contact support for organization-wide exports.

Q: How do I delete my account or workspace?

A: Account deletion is permanent. Go to Settings → Account → Delete Account (or contact support to delete an entire workspace). You'll need to be an Admin to delete a workspace.

Q: What happens to my data after I cancel my subscription?

A: Your data is retained for 30 days after cancellation. After 30 days, it will be deleted. Contact support if you need to recover data or export it before deletion.

Q: Can I change my workspace domain or name?

A: Workspace name can be changed by Admins in Settings → Workspace. The workspace domain (slug) is permanent and cannot be changed.

Q: What's the maximum number of team members?

A: Mentora supports unlimited team members. Pricing is based on active seats (people with access to the workspace).

Q: Does Mentora have a mobile app?

A: Not yet. Mentora works great on mobile browsers (Chrome, Safari, Firefox). A native mobile app is on our roadmap.

Q: Is there an API I can use to integrate with other tools?

A: Not currently. Integration APIs are on our product roadmap. Contact support to discuss your use case and we may be able to help.

Still Need Help?

If you can't find an answer in our documentation or common fixes:

  1. Check the Troubleshooting section for your specific issue
  2. Browse the FAQ for common questions
  3. Search the Glossary to understand Mentora terminology
  4. Contact support using the methods above

We're here to help you succeed with Mentora!