Get help, report a bug, suggest an idea

Everything you send BenchKey lives in one place: Help. Open it from the Help lifebuoy icon at the bottom of the left rail, from the Help button in the corner of the screen (unless it has been hidden), or on a phone from More → Help. My requests shows everything you’ve sent and where each one stands.

Ask a question

Type your question in Chat. BenchKey AI answers right away from these help pages and links the page it used. If our pages don’t cover it, it says so and passes your question to a person. AI answers can be wrong, so a person can always check.

• Tap Talk to a person any time, even before you ask. Someone from BenchKey replies in the same conversation during weekday business hours, US Eastern time. Help shows current availability and reply estimates. Business priority means we aim to answer sooner during the same hours; estimates are targets, not guarantees. You can also contact support.
• When a person replies, you’ll see a number on Help. If you haven’t read it within a few minutes, we also email you the reply. You can answer that email and it lands in the same place.
• Questions about BenchKey charges, account security, or missing data always go straight to a person.
• If you ask for a settings change and you’re allowed to make it, Help offers Make this change, which hands the request to the Assistant.

What BenchKey AI sees

Your messages in that conversation, our help pages, the page you’re on, the app version and any error codes from the last half hour, plus basic details about your shop (for owners and admins, also your plan and which apps are connected). It never sees pictures, files, your customers or your invoices, and it can’t change anything in your account.

Reporting a bug

In Help, open Bugs and choose Report a bug (or press Ctrl+Shift+B, Cmd+Shift+B on a Mac). If you describe a bug in Chat, Help saves it as a bug report for you.

1. Under What went wrong?, say what you did, what you expected, and what happened instead.
2. Under How bad is it?, choose Small issue, Slows us down or We can’t work.
3. Tap Add screenshot or Attach files if it helps. Use Cover details to hide anything private; covered parts are removed before the screenshot leaves your device.
4. Include technical details is ticked, so the page, app version, browser and recent errors come with the report. What’s included shows exactly what goes, and you can untick it.
5. Choose Send report. You’ll see the status: Received, Being fixed, Fixed in (version). We tell you when it changes. If your shop already reported the same thing, you can follow that report instead. If it happens again after a fix, write in the same report.

The Ideas board

In Help, open Ideas, choose Suggest an idea, then Post idea. Everyone at your shop sees your shop’s ideas and can add a Me too. BenchKey reads every idea and marks it Planned, Shipped, or Not planned.

Who can see what

• You see your own conversations and reports. Owners and admins can also see the shop’s Help history. Requests you sent before Help existed stay visible only to you.
• Everyone at your shop sees your shop’s ideas. No other shop sees anything you send.
• When BenchKey staff open your shop’s account details to help you, it shows in Settings → System → Privacy & Data Access → Data Access History.
• Conversations are kept for 24 months after the last message; screenshots and files for 12 months. You can delete a conversation from its menu. Emails we already sent you stay in your inbox.
• Never send card numbers or passwords. Help masks recognized sensitive patterns in text, but it cannot catch every secret. Cover sensitive details in screenshots and remove them from attachments before sending.

If something goes wrong

• You’re offline: your message waits and sends when you’re back online.
• A message didn’t send: tap Retry. It won’t be sent twice.
• A file is too big or the wrong type: use a photo, screenshot or PDF under 10 MB. A message takes up to 5 files, a screenshot included.
• Automatic answers are off: a person replies instead, in the same place.