Support
Get help from the people who build it
No ticket maze and no first-line script. Tell us what you expected and what you saw, and you will get a reply from someone who can change the product.
We are in Central European Time and usually reply within one business day.
Where to write
All of these reach us. Using the right one just means it lands with the right person first.
- General help
- Anything that is not covered below: how something works, whether it fits what you are doing, or something that looks wrong.
- hello@sheetdelta.com
- Something is broken
- A comparison that looks wrong, the Excel add-in not loading, an error you can reproduce. See what to include below; it is usually the difference between one reply and five.
- support@sheetdelta.com
- Security and vulnerabilities
- Security questionnaires, and responsible disclosure. Please report suspected vulnerabilities here rather than in public, and give us a way to reach you.
- security@sheetdelta.com
- Privacy and your data
- Access, correction, export or deletion requests, and anything about how we handle personal data.
- privacy@sheetdelta.com
What to include when something is broken
None of this is mandatory. It is simply what turns a five-message thread into one reply.
- What you expected, and what happened instead. The single most useful sentence you can send.
- Which surface. The free tool in your browser, the Excel add-in, the hosted platform, or your own deployment. They are different pieces of software and fail in different ways.
- For the add-in: which Excel. Windows, Mac, or Excel on the web, and whether your admin deployed it for you.
- A screenshot. Usually more useful than the file, and it does not send us your numbers.
- Not your workbook. Please hold it back unless we ask. Most problems can be diagnosed without it, and if we do need one we would rather have a small file that reproduces the problem than your real model. See Privacy.
Before you write
Some answers are already written down, and reading them is faster than waiting for us.
Or write to us here
If your machine has no mail client set up, common on managed laptops, this reaches the same place. Leave an address if you would like a reply.
Frequently asked questions
Do I need to send you my workbook?
No, and please do not, by default. The free web tool and the Excel add-in do their work on your device, so in most cases we cannot see the file that is giving you trouble and do not need to. Describe what you expected and what you saw, and we will usually get there without it. If a file really is the only way to reproduce something, we will ask, and we will tell you first how long we keep it and when it is deleted.
Where do I report a problem with the Excel add-in?
support@sheetdelta.com. Tell us which Excel you are using (Windows, Mac or Excel on the web), because the add-in runs in a different host on each, and which tab of the pane you were on. If your organisation deployed the add-in centrally, mention that too: some things are controlled by your Microsoft 365 admin rather than by us.
Does the add-in change my workbook?
No. It reads the open file and points at cells using Excel’s own selection, so there are no highlights to clear, no undo entries, and nothing to clean up. We check that in real Excel by fingerprinting the workbook (values, formulas, number formats and comments) before and after the pane runs, and comparing the two.
Who am I talking to?
A person, and a small team. There is no first-line script here. That means answers come from someone who can change the product, and it means we are not staffed around the clock. We are in Central European Time.
Do you offer support agreements?
For hosted and self-hosted deployments we can agree response commitments in writing as part of the contract. Book a call and tell us what your organisation needs to sign off.
Still stuck?
Send us the shortest description you can, or take twenty minutes and show us. Either works.
