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Get help from ValidStitch support: what to send, how fast we reply

Email, in-app, and emergency channels for ValidStitch support. What to include in your first message so we can resolve faster, and the response-time targets for each plan tier.

MH
Written by Maren Halsey · Practice Lead, Production Embroidery
12+ yrs production embroidery · Last reviewed 2026-05-26
Type · how-toPersona · everyone

ValidStitch support reads every ticket. The faster you give us the information below, the faster we can resolve.

Steps · 4
Contact support
  1. 01
    Pick the channel
    In-app: click the help icon (bottom-right) → Contact support. Email: support@validstitch.com. Both go to the same queue; in-app is slightly faster because it auto-attaches your workspace ID and browser info.
  2. 02
    Include the workspace ID and project ID
    Your workspace ID is on Settings → Workspace; the project ID is on the project page (top-left, monospace string). Without these, we have to ask for them — which adds a round trip.
  3. 03
    Attach the file (when relevant)
    For parser failures, upload errors, or validation surprises: attach the file. We won't share it; we'll reproduce server-side and surface the actual failure.
  4. 04
    Describe what you expected vs what happened
    Two sentences: 'I expected X, I got Y.' That's the single most-useful framing — much better than a paragraph of context. Screenshots help when there's a visual element.

Response-time targets

Plan
First response
Resolution target
Founder access
Same business day
1-2 business days
Monthly subscription
Within 1 business day
1-3 business days
Credit pack
Within 2 business days
Best-effort
Response-time targets by plan tier
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