Contact support
The way to reach the Certly team is email: support@usecertly.com. Every message sent there lands in the support desk, and this article covers what to include so the person reading it can act on it straight away.
What this article helps with
Use this when something in Certly has not done what you expected, when you need an answer about your account, or when you have a question these help articles do not cover.
The address is support@usecertly.com. There is no other route in, so you do not need to hunt for a form or a phone number: write to that address and the message reaches the team.
Most questions that reach support are one of three kinds, and all three are easier to answer with specifics attached:
- a certificate or supplier that reads differently from what you expected on the dashboard or in the audit PDF
- a chase that did not reach a supplier contact, or a supplier saying their upload link did not work
- an account question: signing in, your plan, or data you want removed
Writing the message
- Send it to support@usecertly.com
Email, from your own mail client. Where you can, send it from the email address you sign in with, since that is the address tied to your account and it saves a round trip establishing which site you are writing about.
- Say what you were trying to do
One sentence is enough: uploading a renewal, sending a chase, exporting the audit PDF, changing an alert threshold. The action you were part way through tells the team which part of the product to look at.
- Name the supplier and the certificate type
The supplier company name as you entered it, and which of its required certificate types is involved, allergen declaration, CoA or audit certificate. A question about "a certificate" cannot be traced; a question about a named supplier's audit certificate can.
- Quote what you saw, word for word
Copy the exact wording of any message on screen, including the status the row showed, current, expiring soon, expired or missing. If a chase was recorded as failed in the chase history on the supplier's page, copy that line and the time next to it.
- Add the date, the time and the screen
Roughly when it happened and which screen you were on. If the question is about the audit PDF, attach the exported file so the team sees the same page the auditor would.
- Send only what is needed
Attach the certificate document or the export if it is the subject of the question. Supplier certificates often name individual signatories and auditors, so there is no need to attach documents that are not part of what you are asking about.
Faster answers for common questions
Some things are quicker to do than to ask about, and they are already written up in this help centre.
- If you cannot get into your account, start with the article on signing in to Certly.
- If a supplier never received their upload link, the article on no-login supplier upload links covers how the single-use link behaves and when it stops working.
- If a chase did not leave, the article on automated chase emails explains the sequence and the per-send log.
- If your question is about which plan you are on, the prices, or what the free trial includes, see the plans and prices article and the free trial article.
- If a supplier contact wants their personal data removed, the right-to-erasure article covers the action on the supplier's page.
If one of those articles does not settle it, write in and say which one you tried. It tells the team what to rule out.
After you send it
Keep the thread going in the same email rather than starting a new one, so the whole history stays in one place in the support desk.
If the thing you wrote about is blocking an audit date, say so in the message and name the date. It will not change what the product can do, but it tells the team what is urgent in your week rather than leaving them to guess.
One boundary worth stating plainly: Certly tracks certificate expiry and reminds you and your suppliers. It does not verify that a certificate is genuine, and neither does the support team. Questions about whether a supplier's certificate is authentic or current with its certification body belong with the scheme owner's own directory, not here.
Questions
Is there a phone number or live chat?
No. Email to support@usecertly.com is the way to reach the team, and every message sent there lands in the support desk.
How quickly will I get a reply?
We do not promise a reply time. What you can do is make the first reply a useful one rather than a question back, by naming the supplier, the certificate type, the time and the exact wording you saw.
Can a colleague in QA email instead of me?
Anyone can write to the address. Mention the account the question is about and, where you can, send from the email address used to sign in, since that is what identifies the account.
What should I do if I cannot sign in at all?
Read the article on signing in to your Certly account first, since sign-in is by email and password. If it does not get you back in, email support@usecertly.com from the address on the account and say what happened when you tried.
Should I attach the certificate itself?
Only if the document is the subject of your question, for example a renewal that uploaded with the wrong expiry date. Certificates frequently name individuals, so there is no reason to send ones that are not relevant.
Can support tell me whether a supplier's certificate is genuine?
No. Certly tracks and reminds on expiry; it does not verify certificate authenticity or guarantee compliance, and the support team is not an additional check on that. Verify a certificate with the certification scheme's own directory.
Where do I ask about billing or changing plan?
The plans and prices article covers what each plan includes and the trial article covers the 14-day free trial. For anything those do not answer about your own subscription, email support@usecertly.com.