Contact Support
Last updated 4 months ago
Get help from the support team
The support team helps with technical questions, platform issues, and anything that isn't working as expected. Response times depend on your plan.
When to contact support
Platform bugs or errors — something isn't working as expected, a feature isn't loading, or you're seeing an error message.
Account and login issues — trouble signing in, password reset, or access problems.
Data and map questions — issues with uploaded geodata, map display, or site boundaries.
Feature questions — not sure how a specific feature works or how to set something up. Check the Knowledge Base first — you may find the answer faster.
Onboarding help — if you're new to the platform and need guidance getting your first project set up.
Response times by plan
Free — Help Center access only. For questions not covered in the documentation, email support@openforests.com and the team will do their best to help.
Starter — Regular support. Response within 3 business days.
Professional — Priority support. Response within 1 business day.
Enterprise — Dedicated account management. Response time agreed as part of your contract.
Before you write in
Check the Knowledge Base at https://help.explorer.land/help — it covers the most common questions about setup, features, and data. You may find the answer immediately.
How to write a good support request
To help the team resolve your issue as quickly as possible, include the following:
Your organisation name and the project affected
A clear description of the issue — what you expected to happen and what happened instead
Any error messages you're seeing (a screenshot is helpful)
The browser and device you're using
The steps you took before the issue appeared
Want to speak to a human right away?
Book a call with the team: → Book a call
Still need help? Ask the team