Tell us.

If something is broken, if something is awkward, if there is something this ought to do — say it here. You do not need an account, and it does not have to be polite or well organised.

Everything sent here is read. Not sampled, not summarised, not sorted by a machine — read, by a person, all of it. Faults and ideas alike: it would be better if… is worth exactly as much here as this is broken, and a great deal of what this product does now began as somebody's passing thought.

Nearly every real fault this platform has had was found by a person using it, not by any test running behind it. The panel does not open on my phone. The message is cut off. Ordinary sentences, said in passing, and each one of them changed the product that week.

So this is not a formality and it is not a suggestion box on a wall. It is the way most of what is good here got here, and it is how the next good thing will arrive too.

One thing said plainly before you write, because it should not come as a silence afterwards: what comes back is not a message, it is a change. The section under the box explains why, and it is not because anybody here is too busy to care.

We listen. We just do not write back

Every message is opened and read to the end. A fault reported here goes near the top of the list, because it is the only kind of report that arrives with somebody actually affected attached to it — a test tells us a thing is broken, you tell us it mattered.

What does not come back is a reply, and it is worth being honest about the reason, because it is not indifference. A service that answers everybody while it is small stops being able to as more people arrive — and that does not happen with an announcement. It happens as a slow drift into messages nobody has time for, while the page still says an answer is coming. A promise broken quietly is worse than one never made, so this one is not made at all, on the first day or on any day after it.

The promise that is made instead is smaller and it keeps: it is read, and it is acted on. When something you said changes the product, you will meet the change itself rather than a note about it — the panel opens, the text stops being cut off, the thing you wanted is simply there the next time you look. That is a slower kind of answer and a truer one, and it is the only kind this can give to everybody equally.

Nothing here asks for your email, for the same reason. An address is worth collecting only if something is going to be sent to it, and we would rather ask you for nothing than hold something we are not going to use.

So please do write, even about something small, even if you think somebody has surely mentioned it already. Usually nobody has.

What not to send here

Anything about a card you were sent — its contents, who sent it, or asking for it to be taken down — should go to the address in the Terms, with the link, because we cannot search cards and without the link there is nothing we can act on. And please do not put a password or a payment detail in this box; nothing here ever needs one.

Thank you for taking the time.
— PHATTT