Our support team is here to help with any issues, questions, or feedback about Convo. This guide explains how to reach us and what information to include for the fastest resolution.
How to contact support
What to include in your message
The more information you provide, the faster we can help. Include these details when relevant:
Account information
- • Your account email address
- • Your current plan (Starter or Professional)
- • When you first started using Convo
System information
- • Mac: macOS version (System Settings → General → About), Mac model (Apple menu → About This Mac)
- • Windows: Windows version (Settings → System → About), device name and specs
- • Convo app version (Convo menu → About Convo)
Issue details
- • Clear description of the problem
- • When the issue started occurring
- • Steps to reproduce the issue
- • What you expected to happen vs. what actually happened
- • Any error messages you saw
- • Screenshots or screen recordings (if applicable)
What you've tried
- • Troubleshooting steps you've already attempted
- • Whether restarting Convo or your computer helped
- • Help articles you've consulted
Common support requests
Technical issues
For bugs, crashes, performance problems, or features not working:
- Include system information and Convo version
- Describe steps to reproduce the issue
- Attach logs if possible — Console.app on Mac (filter by "ConvoPal") or Event Viewer on Windows
- Mention which video platform you were using (Zoom, Teams, etc.)
Billing and subscription
For payment issues, plan changes, or invoice requests:
- Include your account email
- Mention your current plan
- Reference invoice numbers if applicable
- Describe the billing issue or desired change
Feature requests
We love hearing your ideas for improving Convo:
- Describe the feature you'd like to see
- Explain your use case and how it would help you
- Note any similar features in other apps you like
Account and data
For account access, data export, or deletion requests:
- Verify your identity with account email
- Specify what you need (export, deletion, access)
- For privacy requests, use privacy@itsconvo.com
Before contacting support
Try these quick fixes first—they resolve most common issues:
Search the Help Center
Browse help articles for solutions to common problems
Restart Convo
Quit completely and relaunch — ⌘Q (Mac) or Alt+F4 (Windows), or right-click the menu bar / system tray icon → Quit
Check permissions
System Settings → Privacy & Security (Mac) or Windows Settings → Privacy → Verify Microphone permissions
Update Convo
Convo menu → Check for Updates
Restart your computer
Sometimes a full system restart resolves underlying issues
Response times
We aim to respond to all support requests within 24-48 hours during business days (Monday-Friday). Complex technical issues may require additional investigation time.
Priority support
Professional plan subscribers receive priority support with faster response times. Critical issues affecting your ability to use Convo are prioritized regardless of plan.
Tips for faster resolution
Be specific
"AI suggestions not appearing" is more helpful than "Convo not working"
Include screenshots
Visual examples help us understand the issue faster. Use ⌘+Shift+4 (Mac) or Win+Shift+S (Windows) to capture screenshots.
One issue per email
If you have multiple unrelated issues, send separate emails so we can track each one properly
Keep the thread intact
Reply to our emails rather than starting new threads—this helps us see the full conversation history
Privacy and data requests
For GDPR or privacy-related requests, contact privacy@itsconvo.com:
- Data export: Request a copy of your data
- Data deletion: Permanently delete your account and data
- Data access: View what data we have about you
- Data correction: Update inaccurate information
- Processing restriction: Limit how we use your data
We respond to privacy requests within 30 days as required by GDPR and other privacy regulations.
Other resources
Help Center
Browse our complete collection of guides and tutorials at /help-center
Troubleshooting articles
Check our troubleshooting guides for common technical issues
System status
Check if there are any known service disruptions at itsconvo.com
Ready to reach out?
We're here to help. Contact us at:
General support: ivan@itsconvo.com
Privacy inquiries: privacy@itsconvo.com
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