Contact support: how to reach a real person at FlockConnect

Where do I go for help?

Start with the help hub. It collects plain-language guides to the things churches set up first, like bringing people in, keeping Planning Center in step, and how assessments and reminders work. Each guide explains how a feature actually behaves, not how a sales page wishes it behaved, and the hub is there whenever you have a few minutes.

The help hub is public by design, so it does not cover your account's specific settings or anything tied to your church's private workspace. For those questions, email support@flockconnect.com. A person will read what you send; there is no ticket queue to navigate and no bot standing between you and an answer.

• Start at the public help hub for written guides; email support@flockconnect.com for anything account-specific.
• In your email, say what you were trying to do and what you saw. A person reads it and replies.
• Leave private member and care details out of support emails; describe the problem without them.
• There is no promised reply clock. Support is founder-led, and we answer as promptly as we honestly can.
• Feedback goes to the same address, including telling us when a guide left you guessing.
• Privacy requests, security reports, and accessibility barriers all route to support@flockconnect.com.

What should I put in a support email?

Two things carry most of the weight: what you were trying to do, and what you saw. In your own words, describe the task, the screen you were on, and where things stopped matching what you expected. You do not need logs or technical vocabulary. Plain words about the goal and the surprise are enough to start with.

Please leave private member and care details out of the email. If a problem involves a specific record, describe it without names or pastoral specifics, and we will sort out the rest together. Two shortcuts reach the same inbox: replying to any email FlockConnect sent you, and the Need help? link on the Data page in Settings, which is the right door for export and data questions.

How fast will I hear back?

We will not promise a clock we cannot keep. Support is founder-led today, which means the person reading your message is close to the product and cares how your church uses it. It also means this is one team, not a 24-hour desk, and we answer as promptly as we honestly can.

That honesty is deliberate, and our terms of service say the same thing: there is no guaranteed uptime, service-level agreement, or availability commitment unless your church has separately agreed to one in a signed written contract. One boundary matters more than any of that: FlockConnect is not designed for emergency response or crisis intervention, so if someone is in danger, contact your local emergency services rather than writing to support.

How do I send feedback?

Feedback goes to the same address, support@flockconnect.com, and it is genuinely welcome. If a guide left you guessing, tell us; a help page that did not help is exactly the kind of thing we want to hear about. Ideas, rough edges, and small confusions are all fair game, and because support is founder-led, what you write lands close to the product.

If you have not signed up yet and are still deciding, questions are welcome all the same, and you can ask for a demo and we will set that up. One note for transparency: messages you send to support or share as feedback are part of the information FlockConnect collects, and our privacy policy says so plainly.

What other requests go to the support address?

More than troubleshooting routes through support@flockconnect.com. It is the published contact for privacy questions and data-rights requests, with one wrinkle worth knowing: because church members do not hold FlockConnect accounts, a member's request to access, correct, or delete their information generally routes through their church, with FlockConnect assisting. It is also where to report a security concern, including any suspected unauthorized access to your account, and where to tell us about an accessibility barrier on the site or in the product.

There is no separate privacy, security, or copyright inbox to hunt for; formal notices under our terms, including copyright notices, go to the same address. And a note on language: support and the help hub are written in English today, and where a Spanish version of a guide has been reviewed and is complete, it is published alongside the English one. If the guide you need is English-only for now, email us and we will help you directly.