What to do if something breaks
how to open a support ticket from the Support section and what you can expect from the response.
If something in Fold isn't working the way it should, or an answer doesn't add up, there's a Support section built for two different things: usage questions and things that are actually broken.
Usage questions
If it's a question about how to do something, just type it directly into the Support chat and you'll get an answer right there.
Something's actually broken
If something is genuinely broken (data that shouldn't be failing, an upload that never arrives, a button that doesn't respond), open a ticket with "Something's not working": give it a short title and describe what happened, with as much detail as you can.
What happens after you open one
You get an email confirming the ticket was received, with its number. A real person reviews it — it's never answered by AI alone — and you'll see the reply right there in the Support tab, with another email letting you know it's been answered.
If a Fold data point is causing the issue
Before opening a ticket, it's worth first checking where that number came from (Fold always shows the source file, sheet, and row — see "Where every figure comes from"). Often the number is correct but the file had something unexpected in it; if it still doesn't add up after checking, then yes, go ahead and open the ticket.
If the office Messenger stops connecting
The side panel shows whether the Messenger is connected and when it last checked in. If it's been a while, first check that the office computer is still on and connected; if it's still not showing up, open a ticket.
Failures Fold catches on its own
Some issues with the system itself (not your data) are detected automatically by Fold, which flags them to get fixed without you having to do anything, whenever they can be resolved that way.
An honest note
Fold is an assistant that works with your real data and, like any system, may need some fine-tuning, especially in the first few weeks. We don't promise everything will go perfectly from day one: what we do promise is that anything that breaks gets reviewed and fixed, and that you'll never be left in the dark about what's happening.