Getting help

If these docs don’t answer your question, contact support from inside Newly v2, at app.newly.app or in Newly for Mac. This page explains how, and what to include.

Contact support

In the sidebar, press Support. It sits just above your name at the bottom. You’ll find it on Home and inside a project.
The support window opens with three tabs: Home, Messages and Help.
On Home, pick the topic that fits, or start a new conversation. On Help, you can also choose Talk to support.
Describe the problem. Use the attach button to add screenshots or files.
If you’re asked for your email, enter the one you sign in with so support can reach you.

Replies appear in the Messages tab. Open it to read the reply and continue the conversation.

Support can’t see your screen. The more of the details below you include, the fewer back-and-forth messages you’ll need.

What to include

Which Newly you use. Say that you’re on Newly v2. If your projects open at newly.app/project/…, you’re on Newly v1 (legacy) instead. See Which Newly am I using?.
The project link. Copy it from your browser’s address bar. It looks like app.newly.app/projects/<id>.
Which chat. Give the chat’s name as it appears in the chat list.
What you did, what you expected, and what happened instead. Quote any message word for word.
A screenshot of the problem.
Debug info. Press Copy debug info on the failure card in the chat, then paste it into your message. If there’s no card, open the chat’s menu in the chat list and choose Copy debug info.

Debug info contains identifiers for your project, chat and organization, so support can find what happened. It never includes passwords or tokens. Don’t paste passwords, API keys or Apple credentials into a support message.

When to contact support

Contact support for any of these:

You want to	What to send
Ask about a charge or a refund	The date and amount of the charge. First check whether it’s a Newly v1 or a Newly v2 charge. There’s no refund button in the app.
Delete your Newly v2 account	Your sign-in email. Cancel your plan first. See Delete a chat, project or account.
Switch an annual plan back to monthly	Your sign-in email and the plan you want.
Change a plan that Newly gave you	Your sign-in email and what you’d like to change.
Set secrets for your production backend	The project link. Don’t include the secret values in your first message. See Production and secrets.
Ask about credits used by a chat that failed	The project link, the chat, and the debug info.

For how plans and billing work, see Change, cancel or manage your plan.

Help links in the support window

The Help tab has links to these docs, the Newly YouTube channel, and a few pages on newly.app.

Pricing & plans, App templates and Articles & guides in the Help tab open pages on newly.app. The prices on newly.app are Newly v1 prices, not Newly v2 prices. For Newly v2 prices and your plan, open Billing from the account menu (press your name at the bottom of the sidebar). See Plans and top-ups.

Help yourself first

An error message? Look it up in Messages explained.
A common question? See the FAQ.
Credits ran out? See Running out of credits.
Something broke after a change? Try Restore to here on an earlier message. See Undo and Restore to here.

These docs cover Newly v2. If you use Newly v1, switch to the v1 docs with the version menu at the top of this site.

Video tutorials

The Newly YouTube channel has tutorials and demos.

​Contact support

​What to include

​When to contact support

​Help links in the support window

​Help yourself first

​Video tutorials

Contact support

What to include

When to contact support

Help links in the support window

Help yourself first

Video tutorials