TestOwlContact the TestOwl Support Team
The TestOwl team is dedicated to helping engineering and QA teams succeed with automated testing. Whether you have questions regarding plan limits, need technical guidance on complex authentication flows, or need assistance configuring enterprise Single Sign-On, our specialists are ready to help.
For overview information on our service tiers and enterprise SLAs, visit the TestOwl Pricing page.
Which channel to use for your inquiry
To ensure the quickest resolution, choose the communication channel best suited for your request:
| Ingestion Channel | Best Suited For | Target Response Time |
|---|---|---|
| In-App Support Chat | Quick navigation questions, environment configuration assistance, billing inquiries | Under 2 hours (business hours) |
Email Support (support@testowl.ai) | Detailed technical escalations, architecture reviews, SSO setup, log submissions | 4–8 business hours |
| Issue Reporter | Reproducible platform bugs, test recording errors, report rendering glitches | 1 business day with triage update |
| Dedicated Slack / Teams | Enterprise tier subscribers with dedicated customer success managers | Under 30 minutes (24/7 on Enterprise plans) |
What to try before contacting support
Before reaching out to our team, reviewing these quick checks frequently resolves the underlying issue in seconds:
- 1Verify Cloud vs. Local Execution: If a test runs locally in your Desktop App but fails in the cloud, verify that your staging environment URL is publicly reachable or configured with proper firewall whitelist rules.
- 2Inspect Run History: Open the failing run in Run History and inspect the step-by-step screenshots and console error logs.
- 3Check the FAQ: Common questions regarding execution quotas, plan renewals, and secret rotation are covered in the TestOwl FAQ.
- 4Platform Status: Verify if scheduled maintenance is underway by visiting
status.testowl.ai.
What to include in your message
Providing complete information in your first message avoids multi-day back-and-forth emails. Always include:
- Organization & Project Name: The exact name or ID of the workspace where the problem occurs.
- Run URL or Run ID: The direct link from your browser address bar (e.g.,
https://app.testowl.ai/projects/proj_982/runs/run_451). - Environment Configuration: The browser, viewport, and network preset assigned to the test.
- Expected vs. Actual Outcome: What the test was intended to assert, and the exact error message observed in the step report.
- Urgency Level: Specify whether this blocks an active production deployment gate.
Worked example: An ideal support ticket
Subject: Staging authentication failing in Cloud runs for Checkout Flow
Project: E-Commerce Core (proj_712)
Run ID:run_88192
Environment: Chrome Desktop (1920x1080) — Staging US-East
Details: Our test case "Guest Checkout With Coupon" passes locally in the Desktop App but fails on step 4 ("Click Submit Payment") in Cloud runs. The run report shows a 403 Forbidden on the backend payment API call. We suspect our staging firewall is blocking TestOwl's cloud egress IP addresses. Could you provide the updated IP range for US-East cloud runners so our DevOps team can whitelist them?
Support hours and coverage
- Starter & Pro Plans: Standard business hours support (Monday through Friday, 09 to 18 UTC).
- Scale & Enterprise Plans: 24/7 priority incident response with guaranteed 1-hour initial response SLAs for critical blockers.
- Billing & Account Inquiries: Handled Monday through Friday by our operations team.
Common problems when contacting support
- "I haven't received a reply to my email." Check your spam or quarantine folder for emails from
support@testowl.ai. Ensure you sent the inquiry from the email address registered with your TestOwl account. - "I need to add team members to an ongoing ticket." Simply CC your engineering colleagues on your email reply thread, and our ticketing system will automatically associate them with the case.