Contact & Support

Get help, connect with our community, and reach our team through multiple channels

Get help, connect with our team, and access support resources. We’re here to ensure your Stork SMS experience is smooth and successful.

Support Channels

Email Support (Primary)

Email: [e-mail] Response Time: 24-48 hours for general inquiries Best For: Detailed technical issues, business inquiries, privacy concerns

When to Use Email:

• Complex technical problems requiring detailed explanation
• Business partnership or enterprise inquiries
• Privacy-sensitive issues or account problems
• Feature requests with detailed specifications
• Bug reports with extensive logs or screenshots

Social Media

Twitter: @StorkSMS Response Time: 2-6 hours for direct messages Best For: Quick questions, platform status updates, announcements

What We Share:

• Platform updates and new feature announcements
• Community highlights and user showcases
• Technical tips and best practices
• Industry news and Web3 developments

Getting Help

Before Contacting Support

Check Our Documentation

• Browse the FAQ: Most common questions are answered in our FAQ section
• Try Troubleshooting: Follow our troubleshooting guide for technical issues
• Search Documentation: Use the search function to find relevant information

Prepare Your Information

For faster resolution, gather this information before reaching out:

Technical Issues:

• Your wallet address (public key only)
• Browser and operating system details
• Steps to reproduce the problem
• Screenshots or error messages
• Transaction signatures (if blockchain-related)

Account Issues:

• When the issue started
• What you were trying to do
• Any error messages received
• Whether the issue affects multiple devices

Response Times & Availability

Support Hours

• Email Support: Monday-Friday, 9 AM - 6 PM PST (responses within business hours)
• Team Support: Monday-Friday, 9 AM - 6 PM PST
• Emergency Issues: Monitored outside business hours
• Weekend Support: Limited availability, email responses on Monday

Expected Response Times

• Email (General): 24-48 hours (business days)
• Email (Technical): 24-48 hours (business days)
• Email (Business): 24-48 hours (business days)
• Critical Issues: <24 hours regardless of time

Support Tiers

Standard Support (All Users)

• Email support assistance
• Documentation and guides
• Technical troubleshooting help
• General feature requests

Priority Support (Coming Soon)

• Expedited email responses (12-24 hours)
• Direct team communication
• Priority bug resolution
• Feature request consideration

Priority Support (Future Premium)

• Dedicated support channel
• 2-hour response time guarantee
• Direct team member access
• Priority feature request review

Technical Support

Common Technical Issues

Wallet Connection Problems

Quick Solutions:

• Refresh the page and try reconnecting
• Check if wallet extension is enabled for the site
• Verify you’re on the correct network (Mainnet/Devnet)
• Try incognito/private browsing mode

For Detailed Help: See our wallet troubleshooting guide

Message Sending Issues

Quick Solutions:

• Check SOL balance for transaction fees
• Verify chat creation was successful
• Wait 1-2 minutes for network processing
• Try refreshing and sending again

For Detailed Help: See our messaging troubleshooting guide

Performance Issues

Quick Solutions:

• Close unnecessary browser tabs
• Clear browser cache for Stork SMS
• Update to latest browser version
• Check internet connection stability

For Detailed Help: See our performance troubleshooting guide

Bug Reporting

How to Report Bugs

• Check Documentation: Review our troubleshooting guides first
• Reproduce the Bug: Try to recreate the issue consistently
• Document Details: Screenshots, error messages, steps taken
• Report via Email: Send detailed bug reports to [e-mail]

Bug Report Template

**Bug Description**: Brief description of the issue
**Steps to Reproduce**: 
- First step
- Second step
- Result

**Expected Behavior**: What should have happened
**Actual Behavior**: What actually happened
**Environment**: 
- Browser: Chrome v120
- OS: Windows 11
- Wallet: Phantom v1.2.3
- Network: Mainnet

**Additional Info**: Any other relevant details

Bug Rewards

• Acknowledgment: Public recognition for helpful bug reports
• NFT Rewards: Exclusive NFTs for significant bug discoveries
• Beta Access: Early access to new features for regular contributors
• Bug Bounty Program: Coming soon with monetary rewards

Community & Feedback

Community Guidelines

Community Guidelines

• Be Respectful: Treat all community members with respect
• Stay On Topic: Use appropriate channels for discussions
• No Spam: Avoid repetitive messages or excessive tagging
• Help Others: Share knowledge and assist fellow users
• No Financial Advice: Don’t give investment or trading advice

Content Guidelines

• Keep discussions relevant to Stork SMS and Web3 messaging
• No hate speech, harassment, or discrimination
• No sharing of private keys or sensitive information
• No promotion of competing platforms or services
• Respect intellectual property and copyright

Feedback & Suggestions

Feature Requests

How to Submit:

• Email [e-mail] with subject “Feature Request”
• Provide clear use case and benefits
• Include detailed implementation suggestions
• Follow up as needed for clarification

What Makes a Good Feature Request:

• Clear problem statement
• Detailed use case scenarios
• Consideration of user impact
• Awareness of technical constraints

Platform Feedback

Areas for Feedback:

• User interface and experience
• Performance and reliability
• Security and privacy features
• Documentation and tutorials

How We Use Feedback:

• Regular review of all community feedback
• Integration into development planning
• Public acknowledgment of valuable suggestions
• Implementation updates shared with community

Business & Partnerships

Business Inquiries

Email: [e-mail] Response Time: 2-5 business days Topics: Enterprise solutions, partnerships, integrations

Enterprise Support

• Custom implementation assistance
• Integration with existing systems
• Training and onboarding programs
• Dedicated support channels

Partnership Opportunities

• Technology integrations
• Community partnerships
• Educational collaborations
• Developer ecosystem partnerships

Media & Press

Contact: [e-mail] Subject Line: “Media Inquiry - [Topic]“

Press Kit Resources

• High-resolution logos and branding
• Platform screenshots and demos
• Team member bios and photos
• Company background and mission
• Technical specifications and features

Security & Privacy

Security Concerns

Email: [e-mail] Subject Line: “SECURITY - [Brief Description]” Response Time: <2 hours for critical issues

What to Report

• Potential security vulnerabilities
• Suspicious activity or phishing attempts
• Privacy concerns or data issues
• Unauthorized access attempts

Information to Include

• Detailed description of the security concern
• Steps to reproduce (if applicable)
• Potential impact assessment
• Your contact information for follow-up

Security Response Process

• Immediate Acknowledgment: Within 2 hours
• Initial Assessment: Within 24 hours
• Investigation: 1-7 days depending on complexity
• Resolution & Communication: Timeline provided during investigation

Privacy Requests

Email: [e-mail] Subject Line: “Privacy Request - [Type]“

Supported Requests

• Data export requests
• Account deletion requests (note: blockchain data is immutable)
• Privacy policy questions
• Data usage clarifications

Developer Resources

Technical Documentation

• API Reference: Available in our GitHub repository
• Integration Guides: Step-by-step integration tutorials
• SDK Libraries: Official software development kits
• Code Examples: Sample implementations and use cases

Developer Support

Discord: #developer-support channel GitHub: StorkSMS/Stork-SMS-Dapp Email: [e-mail] (Subject: “Developer Support”)

Developer Community

• Regular developer meetups and AMAs
• Technical deep-dive sessions
• Integration showcase opportunities
• Early access to developer tools

International Support

Global Community

• Time Zones: Community members worldwide provide 24/7 coverage
• Languages: English primary, community translations available
• Regional Groups: Local community groups for major regions

Localization

Current Status: English only Future Plans:

• Spanish and Portuguese (Q2 2025)
• French and German (Q3 2025)
• Asian languages (Q4 2025)
• Community-driven translations

Emergency Contacts

Critical Issues Only

Definition: Platform-wide outages, security breaches, or data loss

Emergency Procedures

• Immediate Notification: Email [e-mail] immediately
• Status Updates: Regular updates on resolution progress
• Post-Incident Review: Detailed analysis and prevention measures

What Constitutes an Emergency

• Complete platform outage affecting all users
• Security breach or data compromise
• Critical bug causing data loss or security risk
• Network-wide transaction processing failures

Feedback on This Documentation

Improving Our Support

We continuously improve our support resources based on user feedback.

How to Suggest Improvements:

• Email documentation feedback
• Email suggestions to [e-mail]
• Create GitHub issues (coming soon)

Areas for Feedback:

• Clarity and completeness of documentation
• Missing information or topics
• Outdated or incorrect information
• Suggested new resources or guides

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Quick Reference

Most Common Issues:

• Wallet won’t connect
• Messages won’t send
• App running slowly
• Can’t see chat messages

Fastest Support: Email us at [e-mail] (Stork community chat coming Q3) Business Inquiries: [e-mail] Security Issues: [e-mail] with “SECURITY” subject

Remember: Never share your private keys or seed phrases with anyone, including our support team. We will never ask for this sensitive information.

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We’re here to help! Whether you’re a new user getting started or an experienced developer building integrations, our community and team are committed to your success with Stork SMS.