There are three ways in, and the same people read all of them.
From the app
Open the help centre — Get help in the account menu on the web and the Mac, Get help in Settings on the iPhone — and use Messages. An assistant answers first from these articles; press Talk to a person and your message goes to the team. Team replies come by email, to the address on your account, not into the app.
By email
Write to [email protected] from the address on your account. Tell us what you expected, what happened, and which version you are on. On the Mac, Settings → Workspace & Account → About has a Copy button that puts the version and exact build on your clipboard; that one line saves more time than any other detail. A bug report from Send feedback carries it automatically.
Priority
Pro and Team accounts get priority support: their messages are read first. Everyone gets an answer.
Security
Found a security problem? Write to [email protected] rather than posting it anywhere public, and give us a chance to fix it before you do.
Account and billing
Deletion requests, a payment you do not recognise, or a plan that does not match what you bought: email support from the account's address. Subscriptions are held by Paddle, our merchant of record; if you cannot sign in, paddle.net finds your purchase by billing email and posts you a link.
Status
The help centre's Home tab shows whether the service is operational, checked every half minute: the database, the model catalogue, AI on Our Keys, and support mail.