Oomph Labs
Email Support
Help & Assistance

Customer Support & Inquiries

We are dedicated to providing responsive, knowledgeable technical and billing assistance for all Oomph Labs software products.

Primary Support Channel

Direct Email Support

Reach our customer engineering and billing team directly at:

support@oomphalabs.com

Inquiries are processed by our engineering and product team during standard business hours.

Open Support Email Client

What to Include in Your Support Request

To help us resolve your technical or account inquiry efficiently, please include the following details in your email:

  • Product Name: Specify whether your inquiry pertains to CleanSheet, our website, or another product.
  • Clear Description: A concise explanation of the behavior observed or the question you have.
  • Steps to Reproduce: The exact sequence of actions that preceded the issue.
  • Environment Details: Your web browser (e.g. Chrome, Firefox, Safari) and operating system (macOS, Windows, Linux).
  • Console Messages: Any error messages visible in the browser developer console or application alert window.
  • Billing References: If your request concerns a payment or upgrade, provide the transaction reference number from your Stripe receipt.

Security & Confidentiality Notice

Important: Do Not Send Sensitive Data

For your security and compliance protection, NEVER send any of the following items in an email to our support team:

  • Raw payment card numbers, CVVs, or bank account credentials.
  • Account passwords, authentication tokens, or recovery passphrases.
  • Production API secret keys or webhook signing secrets.
  • Proprietary, confidential, or legally protected client records in CSV or PDF attachments.

If a file structure issue needs debugging, sanitize sample data with dummy values (e.g. test@example.com) before sharing.

Billing & Payment Support

All payment processing for paid tiers or subscriptions is handled through our third-party payment partner, Stripe. If you experience an unexpected billing issue, duplicate charge, or wish to request a refund under our policy:

  1. Email support@oomphalabs.com with the subject line Billing Support Request.
  2. Include the email address used during checkout and your Stripe receipt number.
  3. Consult our Refund & Cancellation Policy for complete details on eligibility and procedures.

Self-Service Troubleshooting for CleanSheet

Before submitting a support ticket for CleanSheet, try these common local checks:

  • File Encoding: Verify your file is encoded in UTF-8. Non-standard encodings may produce garbled characters during parsing.
  • Quota Reset: The free 200 rows/day quota resets automatically at midnight based on your local browser clock. If quota tracking appears incorrect, check whether your browser cleared localStorage.
  • CORS & Webhooks: If your webhook dispatch fails, ensure that your destination server permits cross-origin POST requests (CORS headers) from browser clients.

Support Hours & Expectations

Oomph Labs does not offer 24/7 live chat or phone support. Support requests are handled by our engineering and customer operations staff during regular business hours (Monday through Friday, excluding public holidays).

We strive to review and acknowledge requests within 1 to 2 business days.