If you need any help using Folksy, we’ve tried to make it easier for you by revamping our support system. Through this you can now search our frequently asked questions and contact us without leaving having to go into your email.
Frequently asked questions
We’ve reviewed and reorganised our Frequently Asked Questions which are now searchable so hopefully they are more helpful! The questions that we’re asked most frequently are all in there so it is worth reading through them all if you’re new to Folksy. This is still a work in progress so let us know if you have any questions that haven’t been answered and we’ll add them in.
How to contact us
You can contact us in a few different ways.
If you need any help using Folksy please email us at firstname.lastname@example.org. We have a small team running the site and will get back to you as soon as we can, but please bear with us during busy times if we don’t get back to you straight away.
We do reply to all the emails we receive, but sometimes find they don’t get through (due to spam filters and that sort of thing) so please add folksy.com to your trusted senders list in your email provider to make sure we can contact you.
You can now get in touch with us through our new support system. If you go to discussions and choose Help and support then start a new discussion it will send an email straight to email@example.com. This saves you having to leave Folksy and open your mail just to send us a message.
When you’re logged in to Folksy you should be able to visit http://support.folksy.com/profile and see all the emails you’ve sent us with our replies (look for the little envelope on the top right). We hope it is an easier way to keep in contact with us if you need help and support.
You can also send a direct message to Folksyadmin which comes through to the same firstname.lastname@example.org email address.
You can also post a message on the Folksy forum. However if your problem is urgent please contact us by email – it’s easy for queries to get lost on the forums as they are so busy, so we can get back to you more quickly via email.
Ask us a question or make a suggestion
We’ve also created two new public discussion areas for questions and suggestions. At the moment these are similar to the Shopkeeper support and Things you’d like Folksy to do boards on the forum but the news ones have some extra features. If you are interested in a topic you will be automatically subscribed to updates for it and you’ll be notified of any new posts via email. If you don’t want to be notified you can easily remove yourself by selecting ‘Unsubscribe from updates’ on the right hand side.
We’re interested to see if these work better than the existing forums, so do try them out and let us know what you think.
Help us to help you!
We do work hard to try and make sure that we answer all the queries and get people the help they need. If you do have a problems please try the frequently asked questions first to see if it’s covered there. If you do need to contact us please give us as much information as you can (order details if appropriate, error messages if it’s a technical issue) – this will really help us to understand how to help.
We try to get back to everyone within 48 hours at the most so if you haven’t heard from us after that please try again. If in doubt please check your profile when you’re logged in to make sure that the email has reached us and to see if there’s a reply which has got lost in the ether! We’re pretty sure that most things get through but always worry when someone says they can’t reach us. If in doubt please try opening a new discussion or sending a direct message and we’ll get back to you as soon as we can.