How to Get Product Support

What You Will Learn

This guide explains via.email's two support channels and when to use each one.

Which support inbox should I email first?

Start with support@via.email for product how-tos because it is instant and grounded in the public knowledge base. Escalate to support@team.via.email when money, access, or legal risk is on the line and you need a human paper trail.

AI-Powered Support: support@via.email

For quick product questions, email:

• To: support@via.email
• Subject: Your question (optional but helpful)
• Body: Describe what you need help with

The AI support agent is powered by via.email's product knowledge base. It can answer questions about:

• How features work
• Available plans and pricing
• System commands and how to use them
• Account setup and registration
• Troubleshooting common issues

You will receive a response within seconds. This channel is available to all users, including unregistered trial users.

Human Support: support@team.via.email

For issues that require human attention, email:

• To: support@team.via.email
• Subject: A brief description of your issue
• Body: Full details, including any relevant context

Human support handles:

• Account issues (suspension, deletion requests)
• Billing and payment problems
• Bug reports
• Privacy and data requests
• Legal inquiries
• Anything the AI support agent could not resolve

Note: Human support is primarily available for paid plan subscribers. Free and trial users should start with the AI support agent or check the FAQ.

When to Use Which

• Product question? → support@via.email (AI — instant response)
• Account or billing issue? → support@team.via.email (human)
• Privacy or legal request? → support@team.via.email (human)
• Bug report? → support@team.via.email (human)
• General curiosity? → support@via.email (AI) or the FAQ

Tips

• Be specific. Include error messages, the email address you used, and what you were trying to do.
• Check the FAQ first. Many common questions are already answered at via.email/faq.
• Reply to continue. Both support channels support conversation threading — reply to the response to provide more context.

Related reading

• IT help desks triage mail before agent dashboards
• Customer support teams spend 36 minutes a day deciding what to read first
• Incidents still coordinate in email threads

For quick answers, see our FAQ.