Getting Help
If you cannot find an answer in the documentation or the Common Issues page, there are several ways to get help.
In-app help
Brikly includes contextual help throughout the application:
- Tooltips - hover over the information icons (i) next to fields and features for a quick explanation.
- Guided tours - when you first use a feature, Brikly may offer a short walkthrough highlighting key actions.
- Help links - some screens include a Learn more link that takes you directly to the relevant documentation page.
Before reaching out to support, check the relevant documentation page for your question. The answer is often a quick search away.
Contacting support
If you need direct assistance, our support team is ready to help.
Email: support@brik.ly
When contacting support, include the following information to help us resolve your issue quickly:
- Your workspace name - so we can locate your account.
- A description of the problem - what you were trying to do, what happened, and what you expected to happen.
- Steps to reproduce - if the issue is repeatable, list the steps that trigger it.
- Screenshots - a screenshot of the error or unexpected behaviour is extremely helpful.
- Browser and device - which browser you are using (e.g. Chrome 120 on macOS) and any relevant device details.
- Invoice reference - if the issue relates to a specific invoice, include the invoice number or file name.
Support requests are typically responded to within one business day. For urgent issues affecting your ability to use Brikly, mention "urgent" in the subject line.
Feedback and feature requests
We actively develop Brikly based on feedback from our users. If you have an idea for a new feature, an improvement to an existing one, or general feedback about the product:
- Email us at support@brik.ly with "Feature Request" or "Feedback" in the subject line.
- Describe the problem you are trying to solve or the improvement you would like to see.
- If possible, explain the impact - how would this change help your daily workflow?
We review all feedback and use it to prioritise our development roadmap. While we cannot guarantee that every request will be implemented, every suggestion is read and considered.
Reporting bugs
If you have found a bug - something that is clearly broken or behaving incorrectly - please report it so we can fix it:
Email: support@brik.ly with "Bug Report" in the subject line.
Include:
- What happened - describe the incorrect behaviour.
- What you expected - describe what should have happened.
- Steps to reproduce - how can we trigger the same issue?
- Frequency - does it happen every time, or intermittently?
- Screenshots or screen recordings - visual evidence makes it much easier to diagnose.
- Browser console errors - if you are comfortable with developer tools, open the browser console (F12 > Console tab) and include any red error messages.
If you believe a bug may involve a data security issue (e.g. you can see data from another workspace), contact us immediately at support@brik.ly with "Security" in the subject line. We treat security reports with the highest priority.
Useful information to have ready
When reaching out for any type of support, having the following to hand speeds up the process:
| Information | Where to find it |
|---|---|
| Workspace name | Top of the navigation bar or Settings > Workspace |
| Your role | Settings > Team - your name shows your assigned role |
| Browser version | Type chrome://version in Chrome's address bar (or equivalent for other browsers) |
| Invoice file name | The file name shown in the invoice processing queue |
| Error message text | Copy the exact wording of any error message displayed |