Support explained

Framer provides varying levels of support depending on your plan. This article outlines the differences and explains how you can access the appropriate assistance.

Billing Support for Account-related issues

For account-related issues, such as failed payments or difficulty accessing your account, you can contact our Support Squad by emailing support@framer.com or visiting our contact page. Our dedicated team works around the clock to ensure your experience with Framer is seamless.

Community Support for Product Issues

If your site plan is Free, Mini, Basic, Pro or Start-up, you can access support through our dedicated community. To get assistance:

  • Create a ticket in the #support channel for general product related issues, where one of our Product Specialists will assist you.

  • For code-related questions, create a ticket in the #developers channel for support.

Tips for a quick resolution to your #support ticket:

  1. Provide detailed information: Include what you have tried and any additional context that might help us troubleshoot. Screenshots and screen recordings are particularly helpful.

  2. Search before submitting: Check our Help Center and Community discussions to ensure your issue hasn’t already been resolved.

  3. Share a live URL: Providing a live URL to your site allows our Product Specialists to extract your remix link, speeding up the resolution process.

Premium Support

If your site plan is Scale Up, we offer premium support for product issues. After you sign up, you'll get an email with our premium support email address.

We aim to provide 24/7 support with a first response time of no more than 24 hours. Please include as much information as possible to help us resolve your issue quickly.

Enterprise support

Enterprise support offers a tailored experience based on your contract. This includes direct access to our Product Specialist team and, when necessary, our Engineering team. Support is provided through platforms like Slack, Microsoft Teams, or email. Regardless of the platform you use, our unified messaging system ensures quick response times.

We offer different support tiers on Enterprise, with some tiers including custom onboarding and training and response SLAs. You will receive more information from your Account Manager during your onboarding on the Enterprise Plan.

What we cannot support

While we strive to provide comprehensive support—from login assistance to guidance on setting up large-scale CMS projects—there are certain limitations. We are unable to assist with:

  • Directly modifying projects for you.

  • Resolving code-related issues.

  • Providing support for third-party tools, such as components or plugins.