Contact Us
The Builtfirst support team is here to help via email (support@builtfirst.com) or chat, found in the bottom right corner of any page. You can expect responses between 8am - 4pm pacific standard time from Monday thru Friday. Inquiries received outside of our business hours will be replied to on the next business day.
Website Status
You can track Builtfirst's site status using the AppDirect Americas Status page. Builtfirst is located under the Commerce dropdown.
Maintenance
We undergo routine maintenance to continually improve our service to you. Maintenance dates and times are communicated via a banner at the top of the screen after you log in. You may encounter temporary errors during scheduled maintenance - please try again later if that occurs.
Troubleshooting Issues
Running into something weird? Let us know by sending over as many details as you can. Here are some examples of how to report issues for quicker resolutions:
When something doesn't look or behave in a way that makes sense...
Include a screenshot - or even better - a loom (i.e a screenshare-like video)
Recreate the issue and share your browser's HAR file with us. If you can't share the whole file, the trace ID found in your Developer Tools' network tab will also be helpful.
All web browsers can generate a HAR file and all have a Developer Tools menu. Here are resources from the most popular web browsers:
Google Chrome
Firefox
When a someone is blocked from doing something/receives an error...
Send us the affected user's login email
Explain what's happening or send a screenshot/video of the problem
Tell us if this affects more than 1 person
When in doubt, send us everything!
The key factors in getting to the bottom of something are knowing:
what's happening,
to whom,
where (i.e. the url),
for how long, and
what you want to happen instead
More detail is always better - it helps us help you faster.