# Contact Drime support

Send a request to the Drime support team from the app, attach screenshots, and follow every reply in My requests until it is solved.

Updated: 2026-10-22  
Source: https://drime.cloud/support/getting-started/contact-drime-support

You can ask the Drime team for help directly from the app: this is Drime's chat support, on every plan, including the free one. Your request and every reply stay in one conversation, and the team also answers you by email.

## Send a request

1. At the bottom of the left rail, click the **Help** button (lifebuoy icon), then **Contact support**.

   You can also go straight to [https://app.drime.cloud/support/new](https://app.drime.cloud/support/new) while signed in.

2. Under **What is this about?**, choose the area that matches your question.

   The areas are **Account and login**, **Billing and subscription**, **Drive, files and storage**, **Drime Sign**, **Vault**, **Send and Track**, **Report a bug**, **Feature request** and **Something else**.

3. In **Summary**, describe the problem in one line.

   Keep it short and specific: what does not work, and where.

4. In **What happened?**, explain what you were doing, what you expected and what you saw instead.

5. Optional: under **Screenshots or files**, add up to 5 files of 15 MB each.

6. Click **Send request**.

   ![The How can we help? form with an area selected, a summary, a description and one screenshot attached](https://drime.cloud/media/01M590N446P83SM5V5MPS470BH/89b1550e1416-web-support-new-request-filled.png)

The message **Your request has been sent** confirms it. The form also shows whether the team is online right now. If it is offline, you can still send your request: requests are answered in order of arrival.

> **Tip**
>
> For a sync or upload problem, say which app you use (web, Windows, macOS, Android or iOS) and attach a screenshot of the error. It saves a round of questions.

## Follow your requests

1. At the bottom of the left rail, click **Help**, then **My tickets**.

   The **My requests** page opens. **New request** starts another one.

2. Open a request from the **Ongoing** tab to read the replies and answer in the same conversation.

Requests you or the team have closed move to the **Solved** tab.

- When your problem is fixed, click **Mark as solved**. You can then rate the support you received.
- If a solved request comes back, open it and click **Reopen** to continue the same conversation.

## Other ways to reach us

- You cannot sign in: write to [contact@drime.cloud](mailto:contact@drime.cloud) from the email address of your account. See also [I can't sign in](https://drime.cloud/support/troubleshooting/cant-sign-in).
- A suggestion about the app: click your avatar, top right, then **Give us feedback**.
- A problem with Drime Desktop: send your logs to the team from the desktop app. See [Send your desktop logs to support](https://drime.cloud/support/desktop/send-logs).

## Limits

| What | Limit |
| --- | --- |
| Attachments | 5 files per request, 15 MB each |
| Summary | 3 to 180 characters |
| New requests | 3 per minute, 15 per hour |