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Getting help & support

Sometimes things are unclear. Sometimes something doesn’t behave the way you expect. When that happens, there are a few simple ways to get help, starting with the fastest options first.

This article explains when to reach out, how support works in MustardHub, and what to expect if you do contact us.

When to reach out for help

Most questions can be answered quickly without contacting support.

Good places to start:

The Help Center

The Help Center is designed to explain how features work, what settings do, and how the system behaves. If you’re unsure how something is supposed to work, there’s usually a clear explanation available.

Your company Admin or Manager

Many questions, especially around access, visibility, points, or internal expectations, are specific to how your Organization uses MustardHub. Your Admin or Manager can often resolve these faster than support.

You should consider contacting MustardHub support if:

  • Something appears broken or inconsistent
  • You’re unable to access your account and self-serve options haven’t helped
  • Data, balances, or records don’t look right and need investigation
  • You believe there is a system issue that needs to be reviewed

If you’re unsure, it’s okay to reach out. Starting with the options above usually gets you answers faster.

How to contact MustardHub support

If you do need help from us, you can email:

support@mustardhub.com

We currently offer support by email only. We do not provide phone or live chat support.

Email support allows us to review issues carefully, reproduce problems accurately, and follow up with clear answers.

What to include for faster help

Support works best when we can clearly understand and recreate what happened.

If you email support, please include:

  • Your full name (not just your display name)
  • The company or Workspace involved, if applicable
  • A clear description of the issue, including:
    • What you expected to happen
    • What actually happened
    • Relevant dates and approximate times
  • Screenshots, if possible
  • Your device and setup, such as:
    • Phone or computer
    • Operating system
    • Browser type and version

The more complete the context, the faster we can help.

What happens after you contact support

Once you email support:

  • Your message is reviewed by a real person
  • We may recreate the issue or review system records
  • If more information is needed, we’ll follow up

Response times are typically within 24 – 48 hours, depending on complexity and volume.

Support is focused on resolving issues and clarifying behavior, not assigning fault or redirecting you unnecessarily.