The best way to reach the GateRun team is by email. We typically respond within one business day, often sooner.
support@gaterun.netWhat to Include
To help us respond as quickly and usefully as possible, here is what to include depending on your reason for reaching out:
- Scan accuracy issue — describe the document type (printed or handwritten, table or list format), the specific field or fields that were extracted incorrectly, and the device and browser you are using. A screenshot of the review screen showing the error is very helpful if you have one.
- Feature request — describe what you are trying to do and where the current app falls short. We do not need a technical specification — just an honest description of the workflow problem you are trying to solve.
- Subscription or billing question — include the email address associated with your account if you have one, and a description of the issue. For billing problems, let us know whether you subscribed through the web app, iOS, or Android.
- General question — just ask. We are happy to explain how any part of the app works, help you get set up, or walk through a specific workflow.
- Feedback — positive or negative, we want to hear it. GateRun's design has been shaped by direct feedback from field workers. If something is working well or working poorly, that information is useful to us.
Response Time
We respond to all messages personally, typically within one business day. During periods of high volume it may take up to two business days. We do not use automated replies or chatbots — when you get a response, it is from the team that built and maintains GateRun.
For urgent issues affecting your ability to use the app during a shift, include "URGENT" in your subject line and we will prioritize your message.