Developers

Search

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 Billing Support team 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.

Support for Product issues

If your site plan is Mini, Basic, Pro, Launch or Scale you can receive in-app support from our Product Experts, in two different ways:

Within Framer:

To receive product support directly from the Framer app, you can head over to the quick actions menu and search for “Contact Support”. This will connect you directly to our Product Experts.

Contact page:

If you’d prefer not to use our in-app support, you can also contact us via our dedicated contact page. This follows the same workflow as our in-app support, but you will receive replies directly to your email.

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 such as Slack, Microsoft Teams or email. Regardless of the platform you use, our unified messaging system ensures quick response times.

We offer different support tiers for Enterprise, such as custom onboarding, training and response time SLAs. You will receive more information from your Account Manager during the onboarding process.

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 or guidance around third-party tools, such as components or plugins.

Response times

Depending on your plan, response times may vary. However, we always strive to be as fast as possible regardless. Please see our response time expectations below:

Product Support - Up to 72 hours first response time.

In-app Support - Up to 24 hours first response time.

Enterprise - Custom time to first response (For the past 90 days, our median time to first response has remained under 10 minutes).

Billing Support for Account-related issues

For account-related issues, such as failed payments or difficulty accessing your account, you can contact our Billing Support team 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.

Support for Product issues

If your site plan is Mini, Basic, Pro, Launch or Scale you can receive in-app support from our Product Experts, in two different ways:

Within Framer:

To receive product support directly from the Framer app, you can head over to the quick actions menu and search for “Contact Support”. This will connect you directly to our Product Experts.

Contact page:

If you’d prefer not to use our in-app support, you can also contact us via our dedicated contact page. This follows the same workflow as our in-app support, but you will receive replies directly to your email.

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 such as Slack, Microsoft Teams or email. Regardless of the platform you use, our unified messaging system ensures quick response times.

We offer different support tiers for Enterprise, such as custom onboarding, training and response time SLAs. You will receive more information from your Account Manager during the onboarding process.

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 or guidance around third-party tools, such as components or plugins.

Response times

Depending on your plan, response times may vary. However, we always strive to be as fast as possible regardless. Please see our response time expectations below:

Product Support - Up to 72 hours first response time.

In-app Support - Up to 24 hours first response time.

Enterprise - Custom time to first response (For the past 90 days, our median time to first response has remained under 10 minutes).

FAQ

  • How can I contact Framer support for account or billing issues?

    For account-related issues, such as failed payments or difficulty accessing your account, you can contact our Billing Support team 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.

  • What support options are available for product-related questions on different Framer site plans?

    If your site plan is Mini, Basic, Pro, Launch or Scale, you can receive in-app support from our Product Experts by searching for 'Contact Support' in the quick actions menu within the Framer app. Alternatively, you can use our dedicated contact page to reach out, and you will receive replies directly to your email.

  • What types of issues are not supported by Framer’s support team?

    Framer’s support team is unable to assist with directly modifying projects for you, resolving code-related issues, or providing support or guidance around third-party tools, such as components or plugins.

Updated

Related articles

Add an llms.txt file to your site

Bulk exporting and importing redirects

Can I export my website to HTML and self-host it?

CSS Styles Support

Delete a project