Getting help from the Letterhead team

There are two ways to reach us: chat with support inside Letterhead, or email the team.

Chat in the app

Open the chat from the Letterhead header and choose Customer Support. Penpal replies right away, and when your question needs a person, a member of our team joins the same conversation: one continuous thread, no starting over.

A few things that make chat the fastest route:

Attach or paste a screenshot directly into the conversation. The camera button beside the paperclip captures what’s on your screen in one tap; your browser asks which screen, window, or tab to share before anything is captured. On a phone or tablet, the same button opens your camera. Click any image in the conversation to open it full size.
Step away freely. You’ll get a notification when we reply, and your past conversations stay available in the chat’s history.

Email us

[email protected]

We respond within one business day, 8:00 AM to 8:00 PM New York time, Monday to Friday (excluding holidays). Including your newsletter or account name and any screenshots or steps to reproduce helps us help you faster. We’ve retired the old ticket form, so chat or email is the way in.

If a page isn’t loading or looks out of date, a hard refresh of your browser is worth a try first; if that doesn’t fix it, tell us.

Service status notices

When Letterhead has an incident or scheduled maintenance, a notice appears inside the app while you work. Each one is colour-coded by how serious it is and links to the full status page for details. Notices close by themselves once the incident is resolved. If you dismiss one, it stays hidden until the incident is next updated.

Request a feature

Tell us what you’d like us to build and why it would help: email [email protected] with the subject “Feature request”, or mention it in chat. Our product team reviews every request.

Join early access

Want to try features before they’re available to everyone? Join our early access program to help test what we’re building and share feedback. Early access features are still being refined, so you may run into the odd rough edge, and your feedback shapes them before a wider release. In the app and in this help center they’re labelled Early Access.

Once you’re in, early access features show up directly in the app: for example, Labs in your workspace sidebar, or Advanced (Early Access) options in a newsletter’s Sending emails settings.

To join, email [email protected] with the subject “Early access” and tell us which areas you’d like to help test.

Still can’t find what you need? Contact support.