Getting help

Write to support@fieldop.ca. It reaches the people who build and run Field OP, and it is the only support address — there is no phone line and no chat window, and anybody who tells you otherwise is not us.

When we answer

Support is one team, Monday to Friday, business hours Eastern. We aim to answer within one business day. There is no published service-level agreement, and we would rather say that plainly than let you infer one from a promise nobody made.

What to put in the message

The more of this you can give us, the fewer rounds it takes:

• What you were trying to do, in your own words. "I was assigning a turf to a volunteer" tells us more than "the map is broken".
• The address of the page you were on — the whole thing from the browser's address bar. It names the campaign, the canvass or the record you were looking at.
• What you expected, and what happened instead. If the console showed you a message, quote it. Our messages are written to be quoted: each one says what was refused and why.
• Roughly when, including the time zone. Every change in Field OP is recorded with who made it and when, so a time lets us find the exact request.
• Your organization's name, so we know which campaign you mean.

What not to send us

Never send a password, a sign-in link or a verification code, to us or to anybody. We will never ask for one. A sign-in link is a key to your account; if somebody asks you for one, that is the attack, not the support.

Do not send us a file of people. If a problem is about a particular record, send the address of the page it is on and we can look at it with you. A spreadsheet of voters in an e-mail attachment is a copy of that list in a place nobody is accounting for.

If you are locked out

If you cannot sign in at all, the fastest route is usually somebody else in your own organization: a tenant administrator can send you a password-reset link from Admin → Who can sign in — in the console, or in the app under More → Admin — and it goes to your own address rather than being shown to them. You can also ask the sign-in page itself for a one-time link or a reset. See Getting started for how sign-in works and what to try first. If your organization has no administrator who can still get in, write to us.

If you were canvassed and have a question

If a campaign knocked on your door or called you and you want to know what it holds about you, or you want to be left alone, the campaign is who to ask — not us. Field OP runs the software; each campaign decides what it collects and keeps. Privacy, do-not-contact and rights requests explains what a campaign can do and how to ask it, and the privacy notice says what Field OP itself is responsible for.

Telling us something is wrong with this help

The help pages ship with the product: they change in the same release as the screens they describe. If a page here says something the console does not do, that is a defect and we want to hear about it. Write to support@fieldop.ca and name the page.