Get help
Reach TurtleScene support through the in-app chat or by email, and include the details that get your question answered quickly.
If these docs don't answer your question, you can chat with us from inside the app or on our website, or email a person. This page explains each option and what to send so we can help first time.
Chat from inside the app
Every page of the dashboard has a round chat button in the bottom-right corner. The lifebuoy icon in the top bar, next to the search box, opens the same chat.
- Click the chat button, or the lifebuoy icon (its tooltip says Support).
- Type your question. The chat stays open as you move between pages, so you can follow its steps and come back to it.
- Close it with the button again or by pressing Esc. Reopen it to pick up the same conversation.
What the chat is for depends on your plan:
- On a paid plan, the button says Chat with support and connects you to TurtleScene's customer support assistant, an AI assistant for questions about using the product.
- On the Free plan, the button says Questions? Chat with us and connects you to our assistant for questions about TurtleScene and its plans.
The chat button and lifebuoy icon aren't shown inside the full-screen editors, so they don't cover editor controls. Go back to the Library to open the chat.
For anything to do with your account, a charge or your data, email us instead, so a person can look at it.
Chat on the website
The TurtleScene website has a Chat with us button in the bottom-right corner of every page. Use it for questions before you sign up, such as which plan fits your team.
Email us
Email is the fastest way to reach a person. Write to contact@turtletechsai.com. We aim to reply within two business days.
The Team plan includes priority email support: we reply within one business day.
The contact page has shortcuts that start an email with the right subject for:
- help with your account or a demo
- billing, plans and refunds
- plans for larger teams or security questions
- privacy and data requests
You can also call Turtle Techsai on +91 78418 53298.
What to include
A few details save a round of back-and-forth:
- The email address on your account, and the name of the workspace.
- A link to the item: copy the address from your browser while the demo, video or recording is open.
- What you did and what you expected, step by step.
- The exact message you saw. Copy the text, or attach a screenshot.
- Your browser and operating system, especially for recording problems.
- Roughly when it happened, with your time zone.
For some requests, add:
| Request | Also include |
|---|---|
| A charge or refund | The date and amount of the charge. Refund requests need to reach us within 14 days of the charge. |
| A plan that didn't change after paying | The time you paid and the plan you chose. |
| A custom domain | The domain name and whether Check DNS shows a tick for both records. |
| A privacy or data request | Send it from the address on your account, so we can confirm it's you. |
| Closing your account | Send it from the address on your account. Download anything you want to keep first. |
Don't send passwords, card numbers or app login details by email or chat.
Before you get in touch
Many problems have a quick fix:
- Troubleshooting covers screen sharing, recording limits, failed renders, late steps, custom domains and invites.
- Plans, credits & limits explains what uses a recording and what each plan includes.
- Billing & invoices covers upgrades, cancelling and failed payments.
- Privacy & security summarises how your data is handled.
Our policies are on the website: terms of service, privacy policy, cancellation and refund policy and delivery policy.