CONTACT · SUPPORT

Talk to us.

One address, read by a person. If your show is happening right now, one word at the front of your subject line puts you on top of the pile.

There is no support department here. There is Guillermo, who has spent his career running live events, and a small crew. That is who answers, and it is why the promises further down this page are the ones we can keep.

RUNNER · READ FIRSTMy show is happening right nowStart here. This one goes on top of the pile.→IS SOMETHING DOWN?Live platform statusUpdates every 30 seconds, no login→EVERYTHING ELSEWrite to usQuestions, beta partnership, press→
RUNNER

Your show is happening right now.

In live production, a runner is who you send when there is no time to fix the real problem. They fetch what you need, patch the hole, and keep the show moving. That is what this is.

Do these two things in this order. The first one takes ninety seconds and it protects your show whatever happens next.

FIRST

Get your PDFs out of the app

Open your event and go to the Run of Show tab. The button reads ↓ Crew PDF and it sits in the toolbar above the show. The download starts on the click, with no options screen in between. Every seat on the event can use it, view-only crew included.

The guest agenda is a second document off a separate screen, behind the Guest agenda button beside it. You pick what guests see there, then export from that screen. Only admins and editors see that button at all, so on a view-only seat you will not find it. Ask someone with edit rights on the event to send you that one.

Once a PDF is on your phone or on paper it needs no wifi and no sign-in, so your show stops depending on us, on your venue’s wifi, and on how fast we answer. That resolves a real share of show-day emergencies before anyone has read the message, which is why it sits above the part where you write to us.

Exporting the crew PDF →Which export you want →
THEN

Send a Runner

The button below opens your mail app with RUNNER already at the front of the subject line. That word is what makes the message readable on a phone lock screen in a dark room, so it gets seen without anyone opening a laptop, and it is what puts you on top of the pile.

It comes with five blanks in the body. The event and the venue, where you are in the show, what you were doing and what happened instead, whether you already have your crew PDF, and a number if you would rather be called than typed at. Fill in what you can reach. The first three are what we act on.

Send a Runner

Opens your own mail app with the subject and the blanks filled in. Nothing sends until you press send there. No mail app on this machine? Write to support@planetevents.io and put RUNNER at the front of the subject. That is the whole mechanism, and it works from a phone with this page nowhere in sight.

WHAT WE PROMISE

What we promise, and what we will not.

There are no clocks on this page. We have not run enough shows to know our own numbers honestly, and a number we miss on your worst day is worse than no number at all. What we will tell you is the order we work in and who is on the other end.

RUNNER

Your show is running

A Runner is read before everything else in the inbox. Nothing outranks it.

What comes back is a person, and the first thing it goes after is keeping your show running. A way around the problem, a repair we make by hand, a corrected file from our side. Fixing the software comes later, and sometimes it is not what was wrong in the first place.

Every Runner gets answered, including the ones we reach after your show has ended.

EVERYTHING ELSE

Questions, partnership, press

Every message is read by a person. The queue is sorted by whose show is closest, so telling us when yours is does more than anything else you can write.

Chasing us is allowed. If something you sent has gone quiet and you still need it, send it again and it will not annoy anyone.

WHEN WE GO QUIET

Nobody here is on call

There is no night shift and no rota. Guillermo runs live events himself, so the hours you most need us are sometimes the hours he is standing on a floor with a headset on. /status keeps updating the whole time.

We would rather write that down than let you find it out at 7pm on a Saturday.

IF NOBODY ANSWERS

Your show goes on without us

Get the crew PDF out first, from the Run of Show toolbar. Once it is on a phone or on paper it needs no wifi and no login, and your show stops depending on us, on the venue’s internet, and on how fast anyone reads an inbox.

/status tells you whether the problem is ours. It refreshes every thirty seconds and it does not ask you to sign in.

Your message is not lost while you wait. It is sitting in the inbox and it gets answered.

TELL US BEFORE THE DAY

Send us the advance

Send your show date, the venue, and the hours you will be live. In production the call where everything gets confirmed beforehand is the advance, and this is ours.

Send it as early as you can and we answer it before your date, with one of two answers. We will be near a phone, or we will not, because we are working a show of our own.

Both are worth having while you can still plan around them, and the second one is the reason this is worth asking for. Left to the morning of, it is the wrong question to be asking us. Send a Runner when something actually goes wrong.

Write to us →
WHAT WE DO NOT OFFER

No live chat and no phone line. The hour a phone number would matter most is the hour nobody could answer it, and a chat widget with nobody behind it promises seconds and delivers nothing. Email is the channel, and it is watched. There is also no support tier to buy, and Runner is not a paid lane. Everyone in the beta sits in one queue, sorted by whose show is closest.

WRITE TO US

Tell us what is going on.

Answer the two questions that decide where your message lands, write the message, and this builds the email for you.

This page has no send button of its own. It fills in an email and hands it to your mail app, so you can read every line before it leaves, you keep your own copy, and there is no form queue in the middle that can swallow it. When our email system is wired up, this becomes a real form and this paragraph goes away.

Loading the composer. If it does not appear, write to support@planetevents.io and put RUNNER at the front of the subject if your show is happening right now.

Writing about a specific workspace? Put its name in the Organization field so we can find it without a round trip. Sending a screenshot helps more than a paragraph, and you can attach it in your mail app before you send.

FASTER THAN WAITING FOR US

Three pages that answer most of it.

IS IT JUST ME?

Platform status

Live checks against production for the site, the database, sign-in, and FlowGenius. It refreshes every thirty seconds and it does not ask you to sign in.

Check status→
HOW DO I…

Help Center

Guides from first sign-in to show-day PDFs. Search it before you write to us. Most how-do-I questions are answered there in less time than an email takes to write.

Browse the guides→
WHEN IS…

What is live, what is next

What runs today, what we are building, the bugs beta users have reported and we have not fixed yet, and the date we open to everyone.

See the roadmap→

Prefer to just send an email?

Write to support@planetevents.io. If your show is happening right now, put RUNNER at the front of the subject line and tell us the venue and where you are in the show in the first line.

ONE INBOX · READ BY A PERSON · SYSTEM STATUS