Something broken, or not doing what it says? Report it, and Prefire support answers you in the web app.
Send a report
- Sign in at prefireapp.com/web, choose Support, then Report a bug - or go straight to the form. A demo that couldn't be read and a page that isn't there have a Report a bug link of their own, and so does the foot of every page.
- Give it a title, say what happened, and add the steps that make it happen again if you know them.
- Add screenshots if they help: up to five PNG, JPEG or WebP images, 10 MB each. Choose them, paste one from the clipboard, or drop it on the form.
- Press Send report. It becomes a case with a number, like #1042, under My support cases.
Before you send it, the form shows what goes along with your words: whether it came from the web app or the Windows app, the version, your browser, the page you were on and, from a demo, which demo. Nothing else about you or your computer.
The answer
Prefire support replies in the case. Support in the web app's header has a dot while a reply is waiting, and the case says New reply until you open it. Prefire doesn't email you about it.
Reply in the case to add anything, screenshots included, while it's open. When support closes it, the case says how it ended - fixed, answered, the same problem as another case, and so on - with a note.
After a case is closed
Still broken? Reply within 30 days of it closing and the case opens again. After that, open a new case: the form links it to the old one.
What's kept
Privacy has the details: what a case keeps, who sees it, and for how long. Screenshots are deleted 90 days after their case is closed, and the case two years after.