If you cannot get into Unison, you can email us and it becomes a support request in your church's Unison — as long as you email from the address on your account.
The best place to ask for help is inside Unison: open Settings → Help → Contact support. Your message goes straight in, and you can see the answer in the same place.
If you cannot get in at all, email hi@unisonapp.io instead.
Email from the address on your Unison account. This is the one thing that has to be right. We match the address you send from to your account, and that is how we know which church you are asking about. If you email from a different address — a personal one, or a shared church office address that is not on your account — no request is made. We usually reply to say so and ask you to send it again from your account address, but that reply is not guaranteed and you should not wait for one: we only send it once per address per day, and there is a daily limit on how many we send in total, so that nobody can use it to make Unison send mail to people who never wrote to us. If you email us and hear nothing, assume the message did not get through and send it again from the address on your account.
Send it from an ordinary email account. Before a message becomes a request, Unison checks your email provider's own records to confirm the message really was sent by the address it claims to be from. Almost every email account does this by itself and there is nothing for you to set up. If that check cannot be made, no request is created — and you will not get a reply, because we cannot be sure the address belongs to you. If you email us and get nothing back at all, not even an automatic answer, send it again from a different email account, or ask somebody else at your church to send it for you.
If it is a Sunday and you are stuck, put the word SUNDAY at the start of the subject line, or at the start of your message. Either box works. That sets off an alert on the phone of the person who answers support, instead of waiting to be read with everything else.
The word has to come first. SUNDAY on its own, or SUNDAY - rota has gone, or SUNDAY!!! all work. "On Sunday the rota looked wrong" does not, because the word is not at the start. SUNDAYS does not either.
How you get the answer. When we reply, your phone gets a notification and you get an email. The email does not contain the answer — it tells you there is one and asks you to open Unison to read it. So if you emailed because you could not sign in, tell us that in your message, and say what happens when you try. Then the first thing we can do is get you back in.
If you attach a file, we are told the name of it but we do not receive the file itself. If we need to see it, we will ask you for it in the reply.
We do not say how long this takes. Unison is a very small team and we would rather not promise you a time we might miss. The SUNDAY word is there for the times you cannot wait.
One thing worth doing before you need it: check that the email address on your account is one you can actually send from. Open your profile — the circle at the top right — and look at the address shown there.