Contact
Email is the route: support@decodelocal.com. Include the email you signed up with, the tool you are asking about, and your invoice number if the question is about billing, and the message lands with the person who owns that part of the product.
Support hours
All times are Eastern.
- Monday to Friday, 9:00 to 17:00
- Saturday, 10:00 to 14:00
- Sundays and statutory holidays, closed
Messages sent outside support hours are answered the next business day. Measurement runs, reports, and scheduled jobs are not affected by support hours; those run on their own calendar.
What to expect
Support is handled by the team that builds the instruments, not a ticket queue. A question about why a number moved goes to the person who wrote the code that produced the number. Most questions get a substantive answer, not an acknowledgement, on the first reply.
For anything about cancellations or refunds, the terms are written out in full on the refund and cancellation policy page.