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Support

SnapIT Forms is built and supported by SnapIT Software LLC.

Get in touch

Email support@snapitsoftware.com and a person will read it. There is also a chat button in the bottom-right corner of this page.

It helps us a great deal if you include:

Never send us your access key by email. We can find your account from your email address alone, and your access key is a credential.

Running a high-volume campaign?

If you are about to launch something that will bring in tens or hundreds of thousands of submissions — a sweepstakes, a giveaway, a competition entry form — email us before you launch with your start and end dates.

Our spam filtering limits how many submissions a single internet address may send in an hour. That is the right behaviour for a contact form and the wrong behaviour for a campaign, where a whole office, campus or mobile network can share one address. We will raise that limit on your account for the length of your campaign so that genuine entries are not filtered out.

Common questions

How do I export my submissions?

Open your dashboard, go to the Submissions tab and click Export. Your export is built in the background and we email you when it is ready, so you can close the tab while it runs.

It is one file containing every submission, whether that is fifty or five hundred thousand. CSV has no row limit, and a CSV opens directly in Excel, Google Sheets and Numbers. The finished file is kept for 7 days, and you can download it again from the Submissions tab at any point in that window.

How long do you keep my submissions?

For the life of your account. We do not expire, archive or remove submissions after any period of time. They are deleted when you ask us to, or immediately if you delete your account yourself. The detail is in our privacy policy.

My notification emails changed to a summary. Why?

When a form passes your plan's daily limit on individual emails, we switch you to an hourly summary for the rest of the day and send one message explaining it. Nothing is lost — every submission is still saved and still exportable. Individual emails resume the next day.

You can choose how you hear from us at any time under Settings → Notification frequency: one email per submission, an hourly summary, or a daily summary.

I am not receiving notification emails at all.

Check Settings first: confirm the notification address is right and that email notifications are switched on. If it looks correct, check your spam folder for a message from noreply@snapitforms.com and mark it as not spam. If it is still not arriving, email us and we will look at the delivery log for your account.

A submission never arrived.

We filter obvious spam before it reaches you: hidden honeypot fields, known throwaway email domains, and messages that are nothing but links. Occasionally a genuine message is caught by this. Email us with roughly when it was sent and what it said, and we can check.

What are the plan limits?

Every plan and its monthly submission allowance is listed on the pricing page. Your current usage is at the top of your dashboard. We email you when you reach 80% of your allowance, so a busy month should not take you by surprise.

How do I change or cancel my plan?

Email us and we will take care of it. Cancelling stops future billing; your submissions stay in your account and remain exportable.

How do I delete my account and my data?

In Settings → Account Actions → Delete Account. For your security we email a confirmation code to your account address first, so knowing your public access key is never enough to delete your data. Deletion is immediate and permanent, and removes your account, every form, every submission and any exports you generated.

Export your data first if you want to keep a copy.

Where do I find my access key?

At the top of your dashboard. It belongs in the access_key field of your form and is safe to publish in your page's HTML — that is what it is for. It is not a password and cannot be used to read your submissions.

Privacy and legal

For data access, correction or deletion requests, email privacy@snapitsoftware.com. Our privacy policy sets out the timelines we hold ourselves to. Our terms of service cover the rest.

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