Overview

To submit a support ticket on CircleCI and receive assistance with the issues you are facing, please follow the steps below:

1. If possible, make sure you are currently signed in to CircleCI, this will aid in the retrieval of information needed when making a submission.
2. Preferably, sign in to the Support Portal. This will allow you to see updates and past tickets directly from the portal.
3. Click on the "Submit a Request" button at the top right of the Support Portal page.
   
4. Choose the appropriate issue type from the drop-down menu based on the nature of your problem:
   
   • Use “Build Failure/Configuration Help/Service Issue” to contact Support Engineering to get help with builds, configuration, account settings and general use of CircleCI services. This is the only selection that receives a Service Level Agreement (SLA) response based on your support plan.
   • Use “Billing and Invoicing” to contact the billing team and your Customer Success team.
   • Use “US Sanctions Appeals Request Form” if your login has been restricted and you believe this has been done in error. More information can be found here. Any tickets on this form that are not related to sanctions are automatically closed.
5. Fill out the ticket form with as much detail as possible. Our recommended best practices on how to fill out the ticket form can be found here.
   • Most importantly please supply the email and VCS username associated with your CircleCI account so we can identify your account.
   • You can attach relevant screenshots and files at the bottom of the form.
6. Based on your subject line, our system will recommend support articles that may apply to your problem. You can view the articles by clicking on their title.
7. Finally, depending on the selected option for "Opt-out AI reply", click the "Submit" or "Next Step" button.

By following these steps and providing thorough information, you can help our teams quickly address your concerns.

Support Plan Considerations

Free Support

• All accounts have access to the CircleCI Community Forum, Support Center articles and Documentation.
• We make commercially reasonable efforts to respond to support tickets without a pre-defined response time.
• Paid support plans are separate to paid usage plans.

Paid Support

• Paid support packages are available to customers with enhanced levels of assistance during adoption and continued use of CircleCI services.
• These offer more support features, including, committed SLAs, expanded availability hours and troubleshooting calls.
• More information about the available support plans can be found here and here.

Additional Resources

• Support Plans -  Priority & Response for Priority & Base Support
• Support Plans -  Priority & Response for Elite & Essentials Support
• Advisory Services

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