Contacting support

If this Knowledge Base hasn't answered your question, our team is happy to help directly.

Email support

The fastest way to reach us is by email: info@blacksandsinc.com. When you write in, it helps to include:

• Your organization's name or slug
• What you were trying to do
• Any error message you saw, including a certificate error, a "connection denied" message, or a billing/checkout issue
• Roughly when it happened

The more context you provide up front, the faster we can diagnose the issue without a back-and-forth to gather basic details.

Response time

We respond to support requests within one business day. This is the same response commitment used across the rest of the Blacksands site, so you can expect a consistent turnaround whether you're reaching out about a technical issue, a billing question, or something else entirely.

Before you write in

For a few of the most common issues, there's a faster path than waiting on a reply:

• Certificate errors — see Certificate errors and how to fix them; most resolve with a re-issued certificate.
• Connection denied — see Connection denied — what it means for the checklist to work through first.
• Billing and plan questions — see Upgrading or changing your plan and Understanding your plan limits.

Enterprise and sales inquiries

If your question is about an Enterprise deployment, custom SLAs, or a sales conversation rather than support for an existing account, mention that up front in your email so it can be routed to the right team quickly.

Other ways to find answers

You can also browse the full Knowledge Base by category, or use the search box on the Knowledge Base home page to jump straight to a specific article.