Support

Last updated 28 June 2026

How to reach us

The fastest way to reach the Kapālins support team is by email at [email protected]. We are here to help with platform questions, account and access issues, and anything that is not working as expected. For general or sales enquiries, use [email protected] or our contact page.

What to include in a request

To help us resolve your issue quickly, please include as much of the following as you can:

• your organisation and the name of the person reporting the issue;
• a clear description of what you were trying to do and what happened;
• the steps to reproduce the issue, and when it started;
• any error messages, screenshots or reference IDs; and
• the impact and urgency, so we can prioritise appropriately.

Please do not include passwords, API keys or other secrets in a support request.

Response expectations

We aim to acknowledge requests promptly during business hours and to keep you updated as we work toward a resolution. For customers, specific response and resolution targets are defined in your order and Master Services Agreement (MSA), including any Service Level Agreement (SLA) that applies to your plan. Where an SLA applies, that agreement governs the applicable response and priority commitments.

System status

You will be able to check the operational status of our services on our status page at status.kapalins.com. The status page is being established for our production environment.

Reporting a security issue

If your request relates to a potential security vulnerability or a suspected security incident, please contact our security team directly at [email protected] rather than the general support address. We operate a coordinated vulnerability-disclosure process — see our Security Policy for details.

Contact

Support: [email protected] · General: [email protected] · Security: [email protected]

Kapalins Pty Ltd — Australia.