Contact Mindmap Maker Support: What to Send for Fast Help

Mindmap Maker Team

Updated: May 5, 20264 min read

There are two ways to reach support, and which one you choose depends mostly on where you are and how much detail you need to convey.

In-editor feedback

The quickest way to report something is from inside the editor itself. Look for the Feature Request / Bug Report button on the side controls — it opens a modal without navigating you away from your map, so you can report while you are still looking at the problem.

The form has three fields:

Feedback type — choose Bug report for broken behavior or Feature request for something you wish existed.
Email — optional but useful if you want a reply. Accepts standard email format, up to 320 characters.
Description — required. Up to 500 characters, so write tight. The backend trims whitespace before storing, but otherwise sends exactly what you type.
Description — required. Up to 500 characters, so write tight.

When the submission goes through you will see a Thanks for sharing your feedback toast. If it fails, you will see Unable to send feedback right now — in that case, try again or switch to email.

Because the description limit is 500 characters, prioritize: one-sentence summary, what you expected, what happened, and the exact error text if there was one. Steps can go in a follow-up email if you need more room.

Email support

For anything that needs a longer thread — follow-ups, recurring issues, or situations where you need to share more context than 500 characters allows — reach out directly:

support@mindmap-maker.com

You can also find the contact form on the Contact page. Either route lands in the same queue.

What to put in your report

Regardless of channel, the reports that get resolved fastest share a common shape:

One-line summary — what broke or what you need.
What you expected — be specific about the intended outcome.
What actually happened — describe the observed behavior, not your interpretation of it.
Steps to reproduce — numbered, starting from opening the map. Include the action type (click, keyboard shortcut, export setting) so the issue can be replicated without guesswork.
Exact error text — copy the message verbatim from the toast or error panel, not a paraphrase.
Scope — does it happen on one specific map or all maps?

Mindmap-Maker support reads reports in order, so the clearer your description, the less back-and-forth is needed before triage can begin.

Sync and history issues

Add these details:

Whether a spinner was stuck or the revision counter was showing an unexpected value
Whether you had multiple tabs or sessions open at the time
The exact wording of any message — Revision mismatch and Map was updated by another session are distinct errors with different causes

Add these details:

Whether the problem is on the owner side or a shared link
What the access state was — password-protected, token-expired, or a role mismatch
Exact failure wording such as Access denied or ACCESS_TOKEN_EXPIRED (never paste share tokens or passwords directly into a support message)

Export issues

Add these details:

Which export format you used (PNG, PDF, Word, etc.)
Whether the map had content visible on screen at the time
The exact error if one appeared — export failures like canvas-not-ready or prepare/finalize errors point to different root causes

What not to send

Reports that say only "it doesn't work" or include a screenshot with no reproduction steps take significantly longer to resolve. Triage requires a repeatable action sequence, not a description of frustration. A concise, specific report — even a short one — will always move faster than a vague one, no matter how urgent the request feels.