🛟 Support & Help
Get help, report issues, and request features
On this page
Contact Support
Our support team is here to help you get the most out of JetInbox. We understand aviation communication and can assist with technical issues, usage questions, and account matters.
How to Reach Us
In-App Chat
Click the support button in the app for real-time assistance.
Available during business hoursWhat to Include
To help us resolve your issue quickly, please include:
- Your account email — So we can look up your account
- Description of the issue — What happened and what you expected
- Steps to reproduce — How we can see the same issue
- Screenshots — If applicable, showing the problem
- Browser and device — Chrome, Safari, mobile, etc.
Response Times
Essential Plan
Within 48 hours
Pro Plan
Within 24 hours
Enterprise
Priority support
Check the Troubleshooting and FAQ sections below first — your answer might already be there!
Support Tickets
Create and track support tickets directly within JetInbox. Get faster resolutions with our integrated ticketing system that keeps all communication in one place.
Creating a Support Ticket
Access the support ticket system from Settings → Support or click the help icon in the app.
Click “New Ticket”
Open the support section and click the “New Ticket” button to start.
Enter a Subject
Provide a clear, concise subject that summarises your issue or question.
Describe the Issue
Include as much detail as possible — what happened, what you expected, and steps to reproduce.
Submit & Track
Submit your ticket and track its progress. You’ll receive email notifications when we respond.
Ticket Statuses
Your ticket has been received and is awaiting review by our support team.
We’ve responded and are waiting for additional information from you.
The issue has been resolved. You can reopen if needed.
Managing Your Tickets
- View all tickets — See your complete ticket history in one place
- Add notes — Provide additional information to an open ticket
- Track responses — Receive email notifications when we reply
- Close tickets — Mark resolved issues as closed
Team Admins can view all tickets submitted by their organisation members, helping them support their team and identify common issues.
Include screenshots when possible — they help us understand and resolve your issue much faster.
Feature Requests
Shape the future of JetInbox! Submit feature ideas, browse what others have requested, and vote on the features you want most. Popular requests get prioritised on our roadmap.
How It Works
Access the Feature Requests board from Settings → Feature Requests in the app.
Browse Requests
See what others have suggested. Filter by category (Email Generation, Team Features, Integrations, etc.) or sort by most popular.
Vote on Ideas
Upvote features you want. Click again to remove your vote. The most-voted features rise to the top.
Submit Your Own
Don’t see what you need? Submit a new request with a title, description, and category.
Track Progress
Watch as requests move from Submitted → Under Review → Planned → In Development → Completed.
Request Statuses
New request awaiting review by our team
We’re evaluating feasibility and fit
Approved and added to our roadmap
Currently being built by our team
Released and available to use
What Makes a Great Request
- Clear title — Summarise the feature in a few words
- Detailed description — Explain what you need and why
- Use case — Describe the scenario where this would help
- Expected benefit — How would this save time or improve your work?
- Current workaround — What do you do now without this feature?
Features with more votes get prioritised. Even if someone else has already requested what you want, adding your vote helps us understand demand and prioritise accordingly.
Troubleshooting
Common issues and how to resolve them. Click any question to reveal the answer.
First, ensure you’re using the email address associated with your JetInbox account. Try the “Forgot Password” link to reset your password. If you were invited by a team admin, check for the invitation email in your spam folder.
Glossary terms are applied when relevant to the context. Ensure your glossary term has clear AI instructions. Also verify the term is set to “active” in your glossary settings. Try including more context in your email request.
Check that you’ve selected the correct audience type for your recipient. The communication style (Ultra-Brief, Standard, Comprehensive) also affects tone. For AOG or urgent situations, JetInbox automatically adjusts tone regardless of other settings.
Try refreshing the page and attempting again. If the error persists, clear your browser cache or try a different browser. Check your internet connection. If you see “rate limit” errors, wait a few minutes before trying again.
Check their role in Settings → Team. Members have limited access compared to Admins. Features like glossary editing, brand voice configuration, and billing are Admin-only. Consider promoting them to Admin if they need full access.
Some browsers block clipboard access. Ensure you’ve granted clipboard permissions to JetInbox. Try using Ctrl+C (Cmd+C on Mac) after selecting the text manually. Using Chrome or Edge typically provides the best experience.
If your issue isn’t listed here, create a support ticket with details and we’ll help you resolve it.
Frequently Asked Questions
JetInbox is purpose-built for aviation professionals. It understands aviation terminology, compliance requirements, and industry communication norms. Generic AI tools don’t know the difference between “airworthy” and “serviceable” — JetInbox does.
Yes. We use industry-standard encryption for data in transit and at rest. Email content is processed but not stored after generation unless you explicitly save it. We never share your data with third parties.
JetInbox generates emails in English (US or UK). However, it’s specifically designed to help non-native English speakers produce professional aviation communication in English.
Both Essential and Pro plans include unlimited email generation. There’s a brief cooldown between rapid successive generations to ensure system performance, but normal usage is unrestricted.
Yes. You can cancel your subscription from Settings → Billing at any time. Your access continues until the end of your current billing period. No long-term contracts required.
Essential ($39/user/month) includes email generation and basic glossary. Pro ($59/user/month) adds advanced glossary features, brand voice configuration, and team analytics. See our pricing page for full details.
Yes! We offer a 14-day free trial so you can experience JetInbox before committing. No credit card required to start your trial.
Absolutely. You can invite additional team members at any time from Settings → Team. Each new member is added to your subscription at the per-user rate.
Create a support ticket and we’ll be happy to help.