How to reach us
Choose the address that best matches your question so it reaches the right person quickly.
- General and support enquiries: [FILL IN: support email]
- Sales and MSP partnerships: [FILL IN: sales email]
- Billing and invoices: [FILL IN: billing email]
- Security vulnerability reports: [FILL IN: security email]
- Privacy and data protection requests: [FILL IN: privacy email]
Support hours and response times
Our support team is available [FILL IN: days and hours, with time zone]. We aim to respond to email within [FILL IN: target response time]. Response targets depend on your plan: Starter includes email support, Business includes priority support and MSP includes dedicated support, as shown on our pricing page. [VERIFY: response time commitments per plan]
Postal address
[FILL IN: company name]
[FILL IN: street address, postcode, city, country]
Registration number: [FILL IN]
Before you contact support
Many questions can be answered in minutes with the resources already on the site. Checking these first often solves the problem faster than waiting for a reply.
- Setup questions: follow the step-by-step guide for your router, firewall or server on our guides page
- A site will not load: check the query log in your dashboard to see whether it was blocked and why, then add it to your allowlist if needed
- Filtering stopped working: confirm that your current public IP address matches the one registered in your dashboard
- General questions: read the FAQ and the feature pages
What to include in a support request
To help us solve your problem quickly, please include the email address of your FirewallDNS account, the public IP address you registered, the domain or website involved, the approximate time the problem occurred, and the router, firewall or operating system you use. Screenshots of error messages are useful. Never send passwords or full payment card numbers by email.
MSP and partnership enquiries
If you are a managed service provider interested in offering FirewallDNS to your customers, tell us roughly how many customers and devices you manage and which network equipment you typically deploy. We will explain how the MSP plan works, including adding customers, setting their prices and invoicing.
Sales questions before you buy
If you are evaluating FirewallDNS for a business, a school or several customers, we are happy to answer questions about deployment, plan choice, billing and data handling before you sign up. Useful details to include are the number of sites, the approximate number of devices at each, the firewall or router models in use, and whether staff or pupils regularly work away from the network. If you need vendor security documentation or a data processing agreement as part of procurement, mention it in your first message so we can send it together with our answers.
Billing and account changes
For questions about invoices, payment methods, changing plans or closing your account, write to the billing address from the email associated with your account. For security reasons we can only discuss account details with the account owner or, for MSP customers, with the MSP administrator. [VERIFY: account closure and data deletion process]
If you want to delete your account and all associated data, our GDPR page explains what is deleted and when.
Press and other enquiries
Journalists, researchers and potential partners can reach us through the general address. Please describe the topic and your deadline, and we will route your message to the right person. [FILL IN: press contact, if separate]
Response to urgent issues
If filtering is blocking something business-critical, you do not need to wait for support: open your query log, find the blocked domain and add it to your allowlist. If the whole service seems unreachable, temporarily switch your router back to its previous DNS servers and contact us.
Accessibility and language
Support is provided in English. [FILL IN: other supported languages] If you need information in another format, for example because of a disability, tell us in your message and we will do our best to help. We aim to make every page and the dashboard usable with a keyboard and a screen reader.
Security and privacy requests
If you believe you have found a security vulnerability in FirewallDNS, please report it privately to our security address rather than publicly, and see the security page for our disclosure process. For data protection requests such as access or deletion of your personal data, use the privacy address; our GDPR page explains your rights and how we respond.