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Rivet support is hello@getrivet.ca. A real human reads every message and replies within one business day. You’ll usually hear back faster than that, but one business day is the floor. There’s no chat widget, no phone queue, no ticket portal. One email address, one human.

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What to include in the first email

Every minute spent in the email is a minute saved on back-and-forth. The shape of a fast-to-answer email: 
Subject: [Brief description of the problem]

Business name: Riverside Counselling
Rivet email: sarah@riversidecounselling.ca
Device: iPhone 14, iOS 18.2
Browser (if web): Chrome 130 on Mac
What I was trying to do: Reply to a voicemail in the inbox
What happened: The Send button does nothing when I tap it
Screenshot: [attached]
Five lines, plus a screenshot if you have one. That’s enough to skip the “what device are you on” and “what does the error say” round-trip.

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Screenshots help — especially for UI questions

If something looks wrong, a screenshot is worth a long paragraph. Specifically helpful screenshots:
  • The full screen, not just the broken element — context matters.
  • The error message verbatim, including any small grey text. The grey text often contains an error code that points us straight to the problem.
  • Multiple steps if the problem only shows up in a flow — three quick shots beat one trying to capture everything.
On iPhone: side button + volume up. On Android: power + volume down. On Mac: Cmd+Shift+4, drag a region. On Windows: Windows+Shift+S.

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What we’ll ask for if you don’t include it

These are the things support always needs eventually; include them up front and you cut a reply off the loop:
  • The email on your Rivet account.
  • The business name (helps if multiple businesses share an admin).
  • The device you’re on (iPhone model + iOS version, or browser + OS for web).
  • The time the problem happened (e.g. “around 2:15pm ET today”) — helps us find the request in the logs.
  • A screenshot of the broken thing.

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What we won’t ask for

We won’t ask you for:
  • Your password (Rivet doesn’t have passwords — only magic links).
  • A credit card over email (billing goes through Stripe, not us).
  • Your client’s personal information (we troubleshoot at the account level, not the conversation level — anonymise any details you do share).
If a request looks like it’s from Rivet but asks for any of those, it isn’t from us.

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Response times in practice

  • Most replies within a few hours, during Canadian business hours (East coast, 9am–6pm).
  • Within one business day at the absolute outside.
  • Weekends and holidays: answered Monday morning. Urgent things (your phone line is down during practice hours) get answered faster, but we don’t promise weekend support.

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What about sales questions?

Same email. hello@getrivet.ca. Lead with “I’m evaluating Rivet” and ask whatever you want. The same human handles sales and support — there isn’t a separate sales pipeline to route to.

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Demos and onboarding help

If you’d like a walkthrough of the app before you commit to the trial, say so in the email and we’ll set up a 20-minute screen-share. If you’re already in the trial and want a setup-help call, same answer — ask and we’ll book it.

Troubleshooting overview

The eleven common problems — start here before emailing.

What is Rivet?

For people evaluating Rivet — the two-paragraph overview.