Contact support (what to include)
One address — support@logindeck.com — and the handful of details that get your problem solved on the first reply instead of the third.
On this page
Support is by email: support@logindeck.com.
There is no live chat, no Telegram group and no phone line. One inbox, read by the people who build LoginDeck.
Write from the address on your account
It's how we find your account. If you have to write from somewhere else, say which address the account uses.
📋 What to put in the first email#
Five things. With these, most problems are answered in one reply.
- What you were doing, in one sentence. "Pressing Run on a profile", "importing 40 proxies", "signing in on a new laptop".
- The exact message you saw. Copy it rather than describing it — the wording is how we identify the cause. A screenshot of the dialog works too.
- Your LoginDeck version. Sidebar → About → Versions.
- Your operating system, e.g. Windows 11, or macOS and which Mac.
- Whether it happens every time, or happened once.
📎 What to attach, by problem#
| Problem | Attach |
|---|---|
| A profile won't start | The text from the The profile did not open dialog, plus launch-<profile id>.log |
| The app crashes, won't open, or shows a blank window | app.log |
| An update won't install | updater.log |
| Profiles were fine yesterday, broken today | launch-history.log |
| A proxy won't connect | The reason text from the toast, the proxy Type, and the provider's name |
| Sync isn't moving something | Which computer it's on, which one it isn't, and both of their names from the Account page |
| A plan message you think is wrong | A screenshot of the message, and a screenshot of Billing after pressing Refresh |
| Billing or a refund | The order number from your receipt |
Send logs to support shows where those files are and how to open the folder.
Never send passwords
Not your LoginDeck password, not a proxy password, not a site login. Nobody at LoginDeck will ask for one. Your data is encrypted with a key that comes from your password, so a password would not help us read it anyway — see How your data is protected.
🔍 Worth checking before you write#
A few minutes here often saves a day of waiting:
- Is the message on this site? Paste it into the search box at the top of any help page. Most of the app's messages are documented word for word.
- Are you on the current version? About → Check for updates. Some problems are already fixed.
- Does it happen on one profile or all of them? That single answer usually decides where the fault is.
- Does the proxy work outside LoginDeck? If a proxy fails everywhere, it's the proxy.
💳 Billing, refunds and invoices#
- Invoices, receipts and your card live in the Stripe portal: Billing → Manage billing. See Invoices, receipts and your card.
- Refunds have their own published policy: logindeck.com/refund. Email support with your order number and it is handled from there.
- Only the account owner can change a plan or see billing. A team member writing about billing should say who the owner is.
👥 What support can and can't do#
Worth being straight about:
- Can: look at why a launch failed, why sync isn't moving, why a plan message appeared, lift a one-free-account block on a genuinely shared network or computer, and fix things that are our bugs.
- Can't: get an account unbanned on someone else's website, recover a password when your account has no recovery copy on the server, supply proxies, or advise on what to do with the accounts you run. What no antidetect browser can change explains the first of those.
ℹ️ Good to know#
- The plans page lists Free as community support, Pro as email support, and Team and Custom as priority support. The address is the same for everyone.
- Bug reports are genuinely wanted. If something is wrong, the exact message plus the log is enough to act on.
- A feature request is fine in the same inbox. Say what you're trying to do, not just what to build.