Contact & Support
Reach the IndexMind support team by email at support@indexmind.com. Get help with account issues, technical problems, billing questions, and feature requests.
The IndexMind support team is available by email at support@indexmind.com. Response time is within one business day for all plans. Pro plan users receive priority routing with a target response time of 4 hours during US business hours (9 AM to 6 PM Eastern, Monday through Friday).
How to reach support
Email support@indexmind.com with a description of your issue. The support team handles account problems, technical issues, billing questions, and general product inquiries.
What to include in your support request
Providing the right details in your first email saves time. Include as many of these as relevant:
- Account email. The email address you use to sign in to IndexMind.
- Project name. The name of the project where the issue occurs.
- Steps to reproduce. A brief sequence of actions that triggers the problem.
- Error messages. Copy the exact text of any error messages, or take a screenshot.
- Crawl or probe IDs. Visible in the dashboard URL or scan history when viewing a specific run.
- Browser and OS. Your browser name and version, and your operating system (e.g., Chrome 120 on macOS 14).
Screenshots are especially helpful for UI issues or error messages. Include the full browser window so the support team can see navigation context.
Response times
| Plan | Target response time |
|---|---|
| Free | 1 business day |
| Starter | 1 business day |
| Pro | 4 hours (US business hours) |
Business hours are 9 AM to 6 PM Eastern, Monday through Friday, excluding US federal holidays. Emails received outside business hours are addressed the next business day.
Self-service resources
Before contacting support, check these resources for immediate answers:
Help Center
Step-by-step guides for common tasks and troubleshooting.
Product Documentation
Detailed technical documentation covering features, configuration, and API usage.
Troubleshooting
Solutions for crawl failures, probe errors, and billing problems.
API Reference
REST endpoints, authentication, and integration documentation.
Feature requests and feedback
Send feature requests and product feedback to feedback@indexmind.com. The product team reads every message and prioritizes based on user demand. You will receive a confirmation reply within one business day.
When submitting a feature request, include:
- A clear description of the feature or improvement you need
- The problem it would solve for your workflow
- Any examples of how you would use it
Report a security concern
For security-related issues (vulnerabilities, data privacy concerns, suspicious account activity), email security@indexmind.com. Security reports receive priority handling regardless of plan tier.
Do not include sensitive credentials or tokens in support emails. If you need to share sensitive information, the support team will provide a secure channel.
Account recovery
If you cannot access your account (locked out, email changed, organization removed), email support from the email address originally associated with your account. The support team will verify your identity and assist with account recovery.