Getting help & reporting problems

Support at Groundwork is a person, not a ticket-deflection maze. Whichever route you use below, your report lands with a human, and the typical first response is the same day.

The Groundwork Takeoff workspace — note which sheet and panel you were in when reporting a problem

Option 1: Report a Problem from inside the app

This is the best route for bugs, because the app does half the reporting for you.

1. Open the Settings tab.
2. In the Support group, choose Report a Problem.
3. Describe what happened and send.

The report automatically attaches your app version and diagnostic details — the technical context we'd otherwise have to ask you for over two or three emails. You never have to hunt for a build number or explain what machine you're on; it travels with the report.

Option 2: the website ticket form

If you can't get into the app — sign-in trouble, licensing questions, or a crash at launch — use the ticket form at takeoff.groundworkai.io/support.html. It's the same queue and the same humans; you'll just want to mention your app version yourself since the form can't detect it.

What to include for the fastest fix

The difference between a same-day fix and a week of back-and-forth is almost always the first message. Include:

• The steps you took, in order — "opened the project, switched to the Estimating tab, clicked Export Excel" beats "export is broken." If we can reproduce it, we can fix it.
• Which sheet and project you were on. Many issues are specific to one drawing — a scanned page, an odd scale, a huge sheet — and knowing where to look cuts diagnosis time enormously.
• What you expected vs. what happened. Sometimes the software is behaving as designed and the real fix is a better answer or a doc improvement — that's worth knowing fast, too.
• Screenshots (or a short screen recording). One picture of an error message or a misplaced measurement often ends the investigation on the spot.

What happens next

You'll get a reply from a person — usually the same day — with either a fix, a workaround, or a precise follow-up question. Bug reports feed directly into the release process, so "known issue, fixed in the next update" is a common and honest answer, and you'll see those fixes noted on the What's new page.