Getting help

Something is not working and the Help pages did not solve it. Here is how to reach CaseClock and what to send so the problem is found quickly.

Contact supportCopy Anchor Link

• Email support@caseclock.ai.
• On the phone, Account, Contact Us sends a message from inside the app, and Share feedback rates your experience.
• The CaseClock website's support hub is at caseclock.ai/support, with a link to book a support call.

Firm administrators with a question about the Admin Center can write to the same address.

What to includeCopy Anchor Link

1. Which application: web, iPhone, Android, Mac, Windows, or the Admin Center.
2. The version. Phone: Account, About CaseClock. Desktop: Settings, APP UPDATES. The web app and the Admin Center need no version.
3. What you did, what you expected, and what happened, with the exact wording of any message.
4. The approximate time, so the problem can be found in CaseClock's logs.
5. A screenshot if it helps. Please crop or cover client names and matter details.

Never send recordings, entry descriptions or client documents to support unless support asks for a specific one and you are comfortable sharing it.

Desktop diagnosticsCopy Anchor Link

The desktop app can gather technical details about itself for support. From the CaseClock icon's menu choose Copy Diagnostics and paste the result into your email. It contains the app version, your operating system, the state of the recorder and the upload queue, and recent log lines. It does not contain your recordings or the text of your entries. Open Logs Folder in the same menu shows the log files if support asks for one.

Report a vulnerabilityCopy Anchor Link

Write to security@caseclock.ai. The responsible disclosure policy is at caseclock.ai/security-policy.

Related guidesCopy Anchor Link

• Help with CaseClock
• Security, consent and permissions