Getting help, and what to put in the email
Write to support@cuvy.io. Include what you were doing, the URL of the search or profile you were on, and what you expected to happen instead. Mail is read on working days from Toronto, and a reply usually takes a day or two — there is no guaranteed response time on any plan, including Scale. A shorter question — what a plan covers, whether a filter does what you think — is quicker asked in the chat window in the corner, which is answered during those same hours.
- Where to write
- support@cuvy.io
- Live chat
- Working hours
- Always include
- The search URL
- Read
- Working days, Toronto
- Guaranteed response time
- None on any plan
50 addresses free every month · no card
Four things that turn a bug report into a fix
Every one of them removes a reply asking for it. A message with all four is usually answered with an answer rather than a question.
- One line is enough
Say what you were doing
One line. "Running a Sales Navigator search of 340 people", "uploading a CSV of 2,000 rows", "exporting to HubSpot". The step you were on narrows the problem faster than a description of the symptom does.
- Filters live in the URL
Paste the URL you were on
The search or profile page in the address bar at the time. Search URLs carry the filters inside them, which is the difference between reproducing your run exactly and guessing at something similar.
- Expected, then actual
Say what you expected instead
Not only what happened. "I expected around 200 addresses and got 40" is a different problem from "I expected the export button to do something", and the two are indistinguishable from a screenshot of an empty table.
- So the run can be found
Include the account email and the list name
Write from the address you signed up with where you can, or name it. With the list or run name as well, the job can be opened and read from this side instead of being reconstructed from a description of it.
Things that go wrong often enough to be written down
Read this before writing in. Several of these are behaviour rather than faults, and knowing which is which saves you the wait.
People showing as "LinkedIn Member"
On a plain LinkedIn search, results outside your network arrive with no name and no profile link. There is nothing to look up, so they come back as not found and cost nothing. Sales Navigator shows the names.
A run that stopped in the middle
Almost always the balance rather than a fault: a run reaching the end of your credits pauses and asks instead of billing you. Everything found so far is kept, and the people already paid for are not charged again on the restart.
A single-source address on a domain you expected to be easy
Usually a catch-all domain, which accepts mail to any name and therefore proves nothing by accepting it. The address is real but corroborated once, and it is kept in a separate file for that reason.
The panel does not appear on the page
Reload the tab after installing — an already-open tab does not pick up a new extension. Firefox and Safari are not supported at all, because the extension is a Chromium one; the extension page has the full browser list. Cuvy reads search results and profile pages; on the feed, on messaging and inside a group there is nothing for it to read.
The install button signs me up instead
The Chrome Web Store listing is not live yet, so every install button on this site offers the thing that does work — creating an account — rather than pointing at a page that does not exist. When the listing publishes, the buttons change.
What support cannot do for you
Worth stating, because each of these is asked and each answer is the same every time.
Support can open your run, read the rows, explain a charge, fix an export and take a bug to the people who wrote the thing. There are four things it will not be able to help with, however the question is put:
- Anything to do with your LinkedIn account. Cuvy has no relationship with LinkedIn, no access to your account and no way to appeal a restriction on it. It reads the page you already opened and sends nothing from your side, which is the extent of the connection.
- Whether a particular person will reply. An address being deliverable says nothing about whether the message deserves an answer. Nobody here can look at your sequence and tell you it will work.
- Repairing your sending domain. If your domain is already burnt, a cleaner list slows the damage rather than undoing it. That is a deliverability problem, and it lives with whoever runs your mail.
- Getting back an address that has been removed. When somebody asks to be taken out, they stay out — including from lists that already exist. The removal route is deliberately one-way.
When a reply actually arrives
Messages are picked up on weekdays, Toronto time, and most get an answer that day or the next. That is what usually happens rather than something you are buying: no plan on the pricing page carries a response-time guarantee, and Scale listing priority support means it is picked up sooner in the queue, not within a stated number of hours.
Two things genuinely move faster. A report containing the search URL, because the run can be reproduced without a conversation first. And anything where money has moved unexpectedly, which is looked at ahead of feature questions — the billing rules are the only part of this product where being wrong costs you rather than annoys you.
The ones that arrive most often
Is there a phone number or live chat?
Live chat, yes — the button in the corner of this page. No phone number. Chat is the right route for anything answerable in a sentence: what a plan includes, whether a filter does what you think it does, whether a market is covered. It is the wrong route for a run that went wrong, because that needs somebody to open it and read the rows, which takes minutes rather than seconds and gets a real answer at support@cuvy.io with the search URL in it. Nobody sits on chat outside working hours, and a message left there arrives as email either way.
Can support see my lists?
Somebody can open a run in order to debug it, and will do that when you report a problem with one, because reading the actual rows is usually the only way to find out what went wrong. If you would rather nobody looked, say so in the message and it will be diagnosed from the description instead — slower, and sometimes not possible.
I wrote in and have not heard back. What now?
Reply on the same thread rather than starting a new one, which keeps the history together. Check the spam folder, since replies come from a domain you have never had mail from before. Most things are answered in a working day or two, so after about a week something has gone wrong with the delivery rather than with the queue.
An address I was charged for bounced. What can you tell me?
Send the row and you will get its source and the date it was seen — that is on every record, which is the point of keeping it. If the source turns out to be bad, that matters well beyond your list, since the same row is wrong for everybody else who sees it. Tell us either way.
How do I close the account and have everything deleted?
Cancel the plan from Billing in the web app, then write to support@cuvy.io asking for the workspace to be deleted and say so explicitly. Exports you have already downloaded are yours and stay with you. Having your own contact details taken out of the corpus is a separate request, described on the trust centre.
Product questions to support@cuvy.io. Procurement and volume to sales@cuvy.io.