Getting Support
If something isn't working or you have a question that isn't answered here, get in touch directly.
How to Reach Us
| Channel | Details | Best For |
|---|---|---|
| james@albatross.digital | Non-urgent questions, feature requests, account changes | |
| Phone / WhatsApp | 07966 072952 | Urgent issues, platform problems, anything time-sensitive |
Response Times
- Urgent issues (platform down, emails not sending, automations broken) — we aim to respond within 2 hours during business hours
- General queries — within 1 business day
Business hours are Monday to Friday, 9am to 5:30pm.
What to Include
When raising an issue, the more detail you give us the faster we can help. Try to include:
- What you were trying to do
- What happened instead
- Any error messages you saw
- Which contact, pipeline, or workflow is affected (if relevant)
A screenshot is always helpful if you can grab one.
If the Platform Is Down
If Capture appears to be completely unresponsive:
- Try a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac)
- Try a different browser or device
- If it's still down, call or WhatsApp 07966 072952 straight away
Platform outages are rare but when they happen we treat them as our highest priority.