Tickets from the Control Panel are open to accounts on a paid plan, the members of their teams, and free accounts that have at least one Opensolr Index. Writing straight to help@opensolr.com is for accounts on a paid plan and their team members. Other accounts see why instead of the ticket form, and mail from anyone else comes back with This address only accepts mail from Opensolr customers. Your message was not delivered.
01 · Two ways to reach support
From the Control Panel
Sign in and open Support › New Ticket, or https://opensolr.com/contact. Reply to a ticket from Support › My Tickets. For accounts on a paid plan, their team members, and free accounts with at least one Opensolr Index. The answer comes to your mailbox too.
By email to help@opensolr.com: paid plans
Accepted from the email address of an active account on a paid plan, and from the address of a team member of such an account. The address has to be exactly the one you sign in with.
02 · Why your mail came back
Your account is on the free plan
Email to help@opensolr.com is for paid plans: open a ticket from the Control Panel instead (it needs at least one Opensolr Index), move to a paid plan, ask a paying customer to add you to their team, or post your question in the Opensolr community on Reddit: r/Opensolr.
You wrote from another address
A colleague, a second address of yours or a shared company inbox is refused, even on the same domain. Write from the address of your account, or add your colleague to your team.
Your plan or your team access is brand new
An address is accepted by email within a day of the upgrade or the invitation. Until then, use the Control Panel.
Your domain failed its own sender checks
Mail that fails the DMARC policy your company domain publishes is refused, even from the right address. Your mail administrator can check those settings.
03 · Why it works this way
Nobody can write in your name
An email address alone proves nothing. Signed in, you are you; by email, only addresses we already know get through.
Your ticket belongs to your account
Opensolr support sees your plan and your indexes, and the whole conversation stays in My Tickets.
The inbox stays for customers
Spam, phishing and sales pitches never reach the people who answer your tickets.