How FormSpace Support Works: Response Times and Communication Channels

FormSpace support is your reliable assistant in the world of landscape design. We strive to ensure a comfortable experience with our AI planner, offering multiple communication channels and prompt responses to inquiries. Our goal is not just to solve your problem, but also to help you make the most of all FormSpace features to create the garden of your dreams.

Communication Channels: Where to Find Help?

FormSpace offers several convenient ways to contact our support team, so you can choose the most suitable for your situation:

• Online Chat on the Website: This is the fastest way to get answers to urgent questions. Our specialists are available during business hours and are ready to help in real-time. If you encounter minor difficulties or need quick advice, chat is the ideal choice.
• Email (support@formspace.design): For more complex inquiries that require a detailed description, attaching screenshots or videos, and for questions that do not require an immediate response, use email. This channel allows us to delve deeper into the problem and provide a comprehensive answer.
• Knowledge Base and FAQ: Before contacting us directly, we recommend checking our extensive knowledge base. It contains answers to the most frequent questions, step-by-step instructions, and guides on using various FormSpace features. Very often, you will find a solution yourself, saving time.

Expected Response Time: What Affects Speed?

The speed of processing requests depends on the chosen communication channel and the complexity of the question:

• Chat: In most cases, you will receive a response within a few minutes if the request is submitted during business hours. During peak load times or if consultation with a technical specialist is required, the wait may be up to 15-20 minutes.
• Email: For email inquiries, we usually respond within 24 business hours. Complex technical questions or requests requiring additional analysis may take up to 48-72 business hours, but we always strive to keep you informed of the progress.

The completeness of the information you provide also affects the response speed. The more detailed you describe the problem, the faster we can find a solution.

Preparing Your Request: How to Speed Up Problem Resolution?

To ensure our specialists can help you as quickly and efficiently as possible, please follow these recommendations when submitting a request:

1. Clearly describe the problem: Start with a brief but informative subject line (for email) or first message (for chat). For example: “Problem saving project in module 1.4” or “Cannot upload image for design by photo.”
2. Indicate reproduction steps: Describe step-by-step what you did before encountering the problem. For example: “1. Opened the project. 2. Went to module 1.2 'Zoning'. 3. Tried to create a new zone with an area of 20 m². 4. Received error X.”
3. Attach screenshots or videos: Visualizing the problem significantly speeds up its diagnosis. Attach screen screenshots showing the error message, or a short video of the process. The maximum attachment size is usually up to 20 MB.
4. Provide browser/device information: State the browser type (Chrome, Firefox, Safari) and its version, as well as the operating system (Windows, macOS, Android, iOS). This helps identify specific compatibility-related errors.
5. Provide project ID (if applicable): If the problem is related to a specific project, indicate its identifier, which can usually be found in the project settings or in the page URL.

Common Questions: What You Can Solve Yourself?

Many questions can be resolved without waiting for support. Here are some examples of typical situations that users often handle themselves:

• Forgot password: Use the “Reset Password” function on the login page. Instructions will be sent to your email.
• Cannot find a feature: Use the knowledge base search or watch video tutorials on our YouTube channel. You might be looking for a feature that is in a different module (e.g., creating paths in 1.6 'Paths and Pavements', not in 1.2 'Zoning').
• Display issues: Try refreshing the page, clearing your browser's cache, or trying a different browser. Sometimes problems are related to temporary glitches or outdated browser data.
• File upload errors: Check the file format and size. Our image requirements for module 3.1 “Design by Photo” typically include JPG, PNG formats and a maximum size of up to 10 MB.

When to Contact Support: Examples of Situations

Do not hesitate to contact FormSpace support if:

• You encounter a technical error that prevents you from working (e.g., project not saving, images not loading, elements displaying incorrectly).
• You have questions about payment, subscription, or access to features.
• You need help understanding complex functionality that is not described in the knowledge base.
• You notice incorrect behavior of AI modules (e.g., 2.1 “AI Concept” provides irrelevant suggestions).
• You need help interpreting planning results or want to understand why the system suggests certain solutions for your plot, for example, for /blog/planirovka-uchastka-s-uklonom.

We are always ready to help and make your experience with FormSpace as productive as possible.

How to Get Help with Planning in FormSpace

FormSpace is designed to simplify the landscape planning process, but even with such a powerful tool, questions may arise. Our support is ready to help you at every stage.

For example, if you are using module 1.1 “Plot Plan” to create a basic grid, and then move to 1.2 “Plot Zoning” and find that you cannot correctly define a recreation area of 30 m² due to incorrect scaling, do not hesitate to contact us. Describe in detail what tools you used, what values you entered, and what error message you received. This will help us quickly determine if the problem is related to your browser, project data, or a specific feature of the module itself. You might also want to know how to optimally arrange plants, and for this, the article “How to Choose Plants for Your Plot: A Beginner's Guide” will be useful.

Similarly, if you are working with module 2.1 “AI Concept” and the suggested design options seem irrelevant to you, or you do not understand how to adapt them, describe the context: what parameters you set, what exactly bothers you in the proposed solutions. If the problem occurs when uploading a photo to module 3.1 “Design by Photo” — indicate the file format and size, as well as any error text. Our team will check the logs and help you understand the situation so you can continue working on your project without delays. For a deeper understanding of the process, we recommend studying “Basic Principles of Landscape Design”.

FAQ: Frequent Questions About FormSpace Support

What if my chat request does not receive a response for a long time?

If you sent a chat request during business hours and did not receive a response within 15-20 minutes, there might be a technical delay or high load. In this case, please do not close the chat window and do not duplicate the message. You can leave your email in the chat, and we will respond to you via email as soon as a specialist is available.

Can I call FormSpace support?

Currently, FormSpace does not provide phone support. We focus on written communication channels — chat and email — to be able to record the entire correspondence history, attach screenshots and videos, and provide the most complete and accurate instructions that you can always refer back to.

How can I check the status of my email request?

After sending an email request, you will receive an automatic confirmation of receipt. If you do not receive further updates within the expected response time, you can reply to that same email to remind us. Please do not create a new request to avoid confusion and speed up processing.

What happens if I send a request outside business hours?

Requests sent outside business hours (at night, on weekends, or holidays) will be processed in the order they are received on the next business day. We recommend sending urgent questions during support hours whenever possible to get the fastest possible response. However, you can always leave a request, and it will not be lost.

How can I influence the quality of support service?

We always welcome feedback! After your issue is resolved, you may receive a request to rate the quality of support. Your feedback is very important to us; it helps us improve processes, train specialists, and make our service even better. Please do not hesitate to share your opinion.

Can I get landscape design consultation from support?

FormSpace support is focused on resolving technical issues related to the platform's operation and assisting with its functionality. We can advise on how to use tools to achieve a specific design goal, but we do not provide professional landscape designer services or individual design projects. For inspiration and general recommendations, use our knowledge base and AI modules.

Working with FormSpace should be comfortable and productive. Our support team is always ready to help so you can focus on creativity and transforming your plot into an ideal place for living and recreation. Do not hesitate to contact us if you have any questions or difficulties — we are here to help!