Getting help

The page writes the email for you

It asks two questions that change how fast we can help. What this is about, and how close your event is. Then your name, your organization, and the message.

It has no send button of its own. It builds the email and hands it to your own mail app, so you read every line before it leaves, you keep your own copy, and there is no form queue in the middle that can swallow it. If your machine has no mail app, the same message copies to your clipboard in one click and the address is on screen as plain text.

When our email system is wired up this becomes a real form, and we will say so on the page rather than quietly changing it.

Show day jumps the queue

If your event is happening now or inside 48 hours, say so on the form. It tags the subject line so the message is readable on a phone lock screen in a dark room, and it goes to the front of the queue ahead of everything else.

Before you write, take ninety seconds and export your two PDFs. See “Before doors open.” It resolves a real share of show-day emergencies before anyone has read your message.

One honest thing about that first reply: it is a person and a way to keep your show running. It is not always a fix.

Why there are no response times 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. So we publish the order we work in and who is on the other end, and we do not publish a clock.

What we can tell you: every message is read by a person, most get an answer the same working day, and show day goes first. The honest number for everything else changes depending on whether Guillermo is standing in a ballroom that week, which is exactly why we are not printing one.

If something you sent has gone quiet for two working days, send it again. Chasing us is allowed.

When we go quiet

Guillermo works live events himself. When he is on a floor, replies pause until he is off it. planetevents.io/status keeps updating the whole time, so you can still tell the difference between “nobody has answered yet” and “something is actually broken.” Show day is the exception that gets answered anyway.

What to put in the message

The event name and the event date. What you expected to happen. What happened instead. A screenshot if you have one, attached in your mail app before you send, which helps more than a paragraph.

If it concerns a specific workspace, put its name in the Organization field so we can find it without a round trip.

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 answers in days while promising seconds. Email is the channel, and it is watched.

There is also no support tier to buy. Everyone in the beta sits in one queue, sorted by whose show is closest.

Three pages that answer it faster than we can

planetevents.io/status for whether it is just you. planetevents.io/help for how something works, which is this Help Center and it has a search field at the top. planetevents.io/roadmap for what is live, what we are building, which bugs beta users have reported that we have not fixed yet, and the date we open to everyone.