Support
A person answers. Here is how to reach one, what to include so the first reply is the answer, and the questions most people ask before they write.
From inside Crafteny
The feedback mark in the top bar opens a short form and notes which page you were on, so you do not have to describe it. Best for a bug, a suggestion or anything you notice while working.
By email
support@crafteny.com reaches a person. Best for questions about your account, your plan or your data, and for anything you want in writing.
Your account contact
On Prime and Enterprise you have a named contact who knows your workspace and answers first. You meet them on your onboarding call. If you do not have their address, write to support and we will connect you.
What to include
- The workspace you were in, if you have more than one.
- The pursuit, by title or notice number, if the question is about one.
- What you expected, what happened instead and roughly when.
- A screenshot, if the problem is on the screen.
Before you write
Every package is a draft for you to review, and Redraft is one click on the package. If the draft misread the notice, tell us where, from the feedback mark in the top bar, and we will look at the read itself.
Matches follow your profile: your codes, certifications, applicant type and capability summary. Check those first on Profile; most missing matches are a code not yet on the profile. If the profile is right and the match is still wrong, send us the notice number.
Crafteny reads your registration from SAM.gov, and SAM can take a day or two to show a renewal. Press From SAM on Profile to refresh it. If it still disagrees with SAM.gov, write to us with your UEI.
The invitation they received holds the request and the agreement, and Crafteny keeps a record of what was sent and when. Resend it from the pursuit. If the address was wrong, correct it there and resend.
Any time, from Settings. Moving up takes effect at once; moving down or cancelling takes effect at the end of the month you have paid for. There is no lock-in.
Settings, then Export data, gives you everything in your account as one file. Do it before you close the account if you want to keep it; closing schedules deletion in 30 days.
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