About support tickets
If your account uses a paid GitHub product or you are a member of an organization that uses a paid product, you can directly contact GitHub Support. If your account uses GitHub Free, you can speak to GitHub users and staff on the GitHub Community discussions for most issues, and you can contact GitHub Support to report account, security, and abuse issues.
After you create your ticket, you can view your ticket and the responses from GitHub Support on the GitHub Support portal. For more information, see "Viewing and updating support tickets."
What to include in your support ticket
Providing GitHub Support with everything they need to understand, locate, and reproduce an issue will allow for a faster resolution and less back-and-forth between yourself and the support team. To ensure GitHub Support can assist you, consider the following points when you write your ticket:
- Obtain information that can help GitHub Support track, prioritize, reproduce, or investigate the issue.
- Include full URLs, repository names, and usernames wherever possible.
- Reproduce the issue if applicable and be prepared to share the steps.
- Be prepared to provide a full description of the issue and expected results.
- Copy exact wording of all error messages related to your issue.
- Determine if there is an existing ticket number in any ongoing communications with GitHub Support.
- Include relevant logs and attach any screenshots that demonstrate the issue.
Creating a support ticket
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Navigate to the GitHub Support portal.
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In the bottom-left corner of the page, click Contact us.
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Select the Select personal account, enterprise account or organization dropdown menu and click the name of the account your support ticket is regarding.
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Select the From dropdown menu and click the email address you'd like GitHub Support to contact.
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Under "Subject", type a descriptive title for the issue you're having.
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Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message.
Helpful information may include:
- Steps to reproduce the issue
- Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
- Exact wording of error messages
You can attach files up to 50MB.
Warning: When you upload an image or video to a pull request or issue comment, or upload a file to a ticket in the GitHub Support portal, anyone can view the anonymized URL without authentication, even if the pull request or issue is in a private repository. To keep sensitive media files private, serve them from a private network or server that requires authentication. For more information on anonymized URLs see "About anonymized URLs."
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Click Send request.