Write to us. A person answers.

Where to look first

• Help: getting started, Home, calendars, and what to do during and after a call.
• Troopa for Zoom: connecting your Zoom account, the recording permission Troopa asks the host for, removing it, and what to do when Troopa is left waiting outside.
• Status: whether something is wrong on our side at the moment.
• Privacy: what is kept, where, for how long, and how it is protected.

What to put in the message

The meeting and roughly when it was: its name, its link, or the time it started. That is usually enough for us to find it.

What you expected, and what happened instead. From Support in the app, leave Add this computer’s details ticked: it sends how Troopa is set up on your computer, and no meeting content.

For a Zoom meeting, say whether your Zoom account is connected (Settings, Connections) and which Zoom email it shows. Please do not send passwords or anything from Zoom’s own security settings. We never need them.

If you are replying about something you already raised, keep the reference in the subject line and it joins the same conversation.

If meetings are failing right now

Look at the status page first: if something is wrong on our side it says so there, with what we are doing about it. If it is not there, raise it from Support in the app and set How urgent? to Urgent, which is the word we sort by. By email, start the subject line with “Urgent”.

If you are not a customer

You were in a meeting where somebody used Troopa and you want to know what it kept about you, or you want it deleted. You do not need an account and you do not need to be the one who pays. Write to the same address, tell us the meeting and roughly when it was, and we will either act on it or tell you which organisation has to.

Reporting a security problem

The same address, with “Security” at the start of the subject line. Tell us what you found and how to see it for ourselves. Please do not test against other people’s meetings or data.