# Getting help

Source: https://meptools.com/docs/support/

## Check the FAQ first

Most sign-in, saving, export, and billing questions are already answered in the [FAQ](/docs/faq). Search the help centre before contacting support — it's usually faster.

## Tool-specific documentation

Each tool has its own documentation reachable from the tool itself. Open the tool from the [tools catalog](/tools) and look for its documentation link.

## Contact us

If you can't find an answer, use the contact form at `/contact` (also reachable at `/support`), or email **Support@MEPTools.com**.

## What to include when reporting a problem

The more specific you are, the faster we can diagnose it. Include:

- What you were doing when the problem happened
- Which tool, and its code (for example MEP-01)
- The project name
- What you expected to happen, and what actually happened
- The exact text of any error message
- The **Reference for support** shown in the save-status chip after a failed cloud save (use
  its **Copy** button)
- Your browser

We don't currently have a diagnostics export, a log download, or a ticket-tracking system, so this information in your message is what we have to work with.

## Billing and account questions

For plan, trial, and payment questions, see [Plans & payments](/docs/plans-payments) and [Refunds & cancellation](/docs/refunds). For sign-in or account problems, see [Account](/docs/account).

## Response times

We don't publish a guaranteed response time or fixed support hours.

## Known things to check first

- **Can't save?** Your email may not be verified yet — verifying is required before you can save. The chip in the tool header reads **On this device** until you do.
- **Chip says "Cloud save blocked"?** Your project is over your plan's project limit; a locked project won't save, autosave, or rename until you free up space or upgrade.
- **Chip says "Cloud save paused"?** A newer version of the project was saved elsewhere — pick **Open the newer version** or **Save mine as a copy**. See [Save conflicts](/docs/save-status#save-conflicts).
- **Chip says "Project too large"?** One project holds about 1 MB; remove content and save again.
- **Work you did as a guest is missing after signing up?** Check **Unsaved work — on this device** on your [dashboard](/dashboard) — it moves into your account once your email is verified, as far as your project slots allow. See [Save status & unsaved work](/docs/save-status).
- **Seeing a payment banner?** A recent payment failed — update your payment method to keep your subscription active.
- **A feature prompts you to upgrade?** It's Pro-only; see [Plans & payments](/docs/plans-payments).