Getting support
How to reach us, what to include, and what we can and can't help with.
Send a request from the app#
The fastest way to reach us is Help & complaints, linked in the footer of every page in the app and on My account, or directly at app.custodycommander.com/help.
- Choose a categoryBilling or refund request; Product or account help; Document quality; or Concern about legal advice.
- Describe the problemIn How can we help?, say what you were trying to do, what happened, and roughly when. Include the page you were on and any error message.
- SubmitClick Submit request. Your requests and their ticket numbers are listed under Your recent requests.
We respond within 5 business days by email to your account address.
Please don't include case documents, children's names, or financial details. We don't need them to help with the software.
Can't sign in?#
Email support@firmbinder.com from the address on your account. Before you do, try Forgot password? on the sign-in page, and check spam for verification and reset emails. If you've entered the wrong password many times, wait 15 minutes and try again.
What we can help with#
- How a feature works, and how to do something in the app
- Problems with sign-in, uploads, imports, or exports
- Billing, plans, invoices, and refunds
- The API, MCP server, and AI skill
- Reporting a bug or a problem with the quality of a template or draft
What we can't help with#
We answer questions about the software. We can't review your documents, tell you what to file or argue, or advise you about your case. For that, a licensed attorney where you live, your court's self-help center, or a legal aid organization can help.
If you believe the software gave you something that reads like legal advice, choose Concern about legal advice — we take those seriously.
Before you write in#
Many answers are already in these docs. Try the search box at the top of the sidebar, or the FAQ & troubleshooting page.