Support

Real people, and usually a fast answer. Substrait is a small team, which mostly means you get someone who actually knows the product.

[email protected]

We answer within one business day, and usually much sooner. If something is actively broken (messages not sending, the dashboard down) put URGENT in the subject and we will jump on it.

If a Substrait customer texted you

Substrait sends messages on behalf of the real estate brokerage you gave your details to. The messages come from that brokerage's own number, not ours.

To stop them, reply STOP to the text. That takes effect straight away and we honour it permanently. You will not be contacted from that number again. For email, use the unsubscribe link at the bottom of the message.

If something still reaches you after that, please tell us at [email protected] and we will investigate. That should not happen, and if it does we want to know.

The iOS app

I can't sign in

It is one of two things. Either you do not have an account yet, or something is broken on our end.

No account yet? Set one up at dash.substrait.app/get-started. It takes a few minutes, you connect your CRM as part of it, and you can do the whole thing yourself. Then sign in to the app with the email and password you just created.

Already on a team? Your account owner adds you from the dashboard under Team. You use the same email and password in the app as on the web.

Login works on the web but the app rejects it? That is a bug, not you. Email [email protected] and we will get on it.

I'm not getting notifications

Check Settings → Notifications → Substrait on your phone and make sure Allow Notifications is on. If you declined the prompt when you first signed in, iOS will not ask again and you have to switch it on there. Still nothing? Email us with the email address you sign in with.

The app looks out of date

Substrait updates itself. Fully close the app (swipe it away from the app switcher) and reopen it. That is when a downloaded update takes effect.

Turning on Face ID

We offer it once, just after your first sign-in. If you said no and changed your mind, sign out and sign back in.

Losing your phone

Tell us immediately at [email protected] and we will end that device's session. Your account holds client contact information, so treat it the way you would treat your CRM login.

The dashboard

Substrait said something I would not have said

Send us the lead and roughly when it happened. We read the actual conversation, work out what drove it, and fix the cause. This is the feedback we act on fastest, and it is how the product gets better.

I want it to stop working a particular lead

Text that lead by hand. Substrait notices a teammate has stepped in and stands down on its own. You do not have to change any setting or remove any tag. There are also per-lead and account-wide pause controls in the dashboard.

Changing hours, tone, or how often it reaches out

Most of it is in Settings. If what you want is not there, ask. A lot of what is configurable today started as somebody's email.

Billing

Manage your subscription, payment method, and invoices from Billing in the web dashboard at dash.substrait.app. Billing questions: [email protected].

Security or privacy concerns

[email protected]. If you believe you have found a vulnerability, please tell us there first and give us a chance to fix it. We will not come after anyone acting in good faith.