Complete the form
- Choose Get Support. Your signed-in name and email are prefilled; confirm the address where you want a reply.
- Add a short subject describing the affected action, such as a destination scan error or an unresolved guest.
- Describe the steps you took, what you expected, and what actually happened. Paste the exact error text.
- Use Add files for relevant screenshots or logs. Remove a selected file if it is not needed.
- Choose Send request once and follow the upload/send progress.
- Keep the returned ticket ID. View your request opens the saved details and private attachments.
Include enough context to reproduce it
- Project name and batch or run reference.
- Source or destination role, affected site/item, and relevant recipient decision.
- Approximate time with timezone and the exact screen/action.
- The error message and whether the issue repeats.
- For credits or purchases, the selected project and visible balance or payment reference.
Attachment limits and privacy
You can add up to five non-empty files, each no larger than 10 MB. The form reports rejected selections. Keep filenames within 200 characters and reduce very large logs to the relevant section.
Tickets and attachments are private to their owner and authorized support administrators. The email notification links to the saved request rather than publishing file links. Remove passwords, secret keys, access tokens, and unnecessary personal information before sending.
Understand the confirmation
Request received means the ticket was saved. If its support notification is awaiting delivery, the saved request remains available and notification delivery can be retried by the service. Keep the ticket reference rather than creating repeated copies of the same issue.
If the form reports that support requests are temporarily unavailable, use support@hortonscientific.com and include the same investigation details.