Getting help

For a quick “how do I…?”

1. Search this help centre — the search bar is at the top of every page.
2. Use Ask AI in your SURGE sidebar for quick how-to questions.

To talk to us

• Slack — message us in your shared channel. The link is in your SURGE sidebar.
• Book a Call — book time with us from your SURGE sidebar, for anything that’s easier to talk through or needs a screen share.

Reporting a problem

The more we know, the faster we can fix it. When something’s not working, tell us:

1. What you did — “I moved Sam Smith’s card to Booked Call.”
2. What you expected — “Sam should have received a confirmation text.”
3. What actually happened — “No text was sent.”
4. A screenshot of what you’re seeing.
5. Which contact it’s about, if it’s to do with a lead.

Please don’t try to fix it in the automations

Things that worked yesterday don’t break by themselves, so if something’s changed, something was changed. Tell us before anything else is touched — it’s much quicker to fix that way.

Quick checks before you report

These solve a surprising number of problems:

• Hard refresh the page — Mac: Cmd + Shift + R, Windows: Ctrl + Shift + R.
• Try another browser, in a normal window rather than a private or incognito one.
• Check you’re looking at the contact, not just their pipeline card. Many settings and messages live on the contact.
• Check Common questions — your problem may already have an answer.