Support

How to reach someone about prewire.

prewire is operated by a small team and support is a mailbox rather than a help desk. This page says how to reach it, what to include so the first reply is useful, and which problems you can resolve yourself without waiting.

Section 1

Getting in touch

Write to [email protected]. That address reaches a person, and it is the right one for a question, a problem, a billing matter or a privacy request.

Replies are sent during UK working hours, normally within one business day. There is no telephone line and no live chat, and saying so is more useful than implying a channel that does not exist.

Section 2

What to include

Most of the time lost on a support thread is spent establishing which meeting is being discussed. These four things usually remove the round trip entirely.

Worth putting in the first message

The organisation: The Google Workspace domain you signed in with. An email address from that domain is enough.
The meeting: The series title and the date and time of the specific occurrence, with its timezone. A link to the prewire page for it is better than either.
What you expected: What you expected prewire to do, and what it did instead. A pre-read that is wrong and a pre-read that never arrived are different problems with different causes.
When: Roughly when it happened. Raw source material is deleted within 24 hours, so a report about what prewire read is easier to answer the same day than a week later.

Do not send credentials, access tokens or the contents of a document you would not want copied into an email thread. Nothing support needs requires any of them.

Section 3

Things you can resolve yourself

These are the four questions asked most often, and each has an answer that does not involve waiting for a reply.

Common situations

A meeting prewire has not picked up: Only enrolled series are prepared. Check the series is enrolled, and that the calendar it lives on is the one connected to prewire — V1 connects your primary calendar only.
A series shown as excluded: Some series are excluded from enrolment by design. Where confidence in the classification is low, prewire offers enrolling anyway and picking the type yourself.
prewire cannot read an attachment: Reading Docs, Sheets and Slides is a separate permission, asked for only if you want it. PDFs are outside it, and a pre-read says so rather than proceeding as though nothing were attached.
Stopping prewire: Unenrol a series to stop preparing it, or disconnect your calendar to stop all processing for it at once. Both take effect immediately and neither needs an administrator.

Section 4

Reporting a security problem

Report vulnerabilities to [email protected], with enough detail to reproduce the issue. Reports are acknowledged within two business days.

Research done in good faith against your own account is welcome and is not a breach of the terms, which say so in section 6. Please do not test against another customer’s data, and give us a reasonable chance to fix a problem before describing it publicly.

Section 5

Administrators and privacy requests

An administrator can export or delete their organisation’s data without asking anyone. Where a request needs prewire to act — a copy of the personal data held about you, a correction, a deletion, or an objection to a particular use — send it to the address above and it is answered within one month. The privacy policy sets out those rights in section 10.