Troubleshooting
Contact Slaide support: address and what to send
In short
Write to Slaide support at info@slaide.de. Support usually answers within one business day. Include the email address of your Slaide account, what you wanted to do, the exact message you saw and, if you can, a screenshot. Never send your password: Slaide will never ask for it.
Who do I contact for what?
Most questions go to one address, but a few have a faster way. Pick the case that matches yours.
How do I contact Slaide support?
Write to info@slaide.de. This one address handles questions about Slaide on the web and about the Slaide add-in for PowerPoint. Slaide answers support messages itself, usually within one business day. That is the usual time, not a fixed promise.
The support page shows the same address. You reach it from three places:
- In the web app: click your avatar at the top right of the library to open Settings, then click Help at the bottom of the sidebar. On a phone, tap the life buoy icon next to the section menu.
- In the PowerPoint add-in: click the round avatar with your initial at the top of the task pane and choose Support.
- On the website: the footer has the link Support.
- Your name and the email address of your account are shown here. Put that address in your message.
- Click Help at the bottom of the sidebar to open the support page.
What should I include in my message?
A complete first message saves a round of questions. Include:
- The email address of your Slaide account. It is the address you sign in with. Settings shows it under your name at the bottom of the sidebar, and on a phone under Account. If you write from another address, name the account address in the message.
- How you sign in: with Google, with Apple, or with email and password.
- Where it happens: in the web app (and in which browser) or in the PowerPoint add-in.
- What you wanted to do and what happened instead. Copy the exact wording of any message or attach a screenshot.
- Which document, and roughly when. Name the title of the document and about when it happened.
- What you already tried.
What do I add for my kind of problem?
Many problems have their own guide. Read it first, because it often solves the problem, and add the listed details if it does not.
| Problem | Guide | Add to your message |
|---|---|---|
| Sign-in or password reset | I can't sign in to Slaide | How you sign in and the exact message on the screen. |
| A build stopped or failed | Build stopped or failed | The document title, the page it stopped at and the last message in the chat. |
| An export looks different | Why an export looks different | The export format, the page number and screenshots of the page in Slaide and of the exported file. |
| Credits or plan | Not enough credits | Your plan and what you expected to see. |
| An upload fails | Upload problems | The file type, its size and the message you saw. |
Where can I look before I write?
These places answer many questions right away:
- This help center. Troubleshooting collects the common problems with causes and fixes, and the other topics have step-by-step guides.
- Settings in the app. Billing, plans and credits are managed there, including invoices and cancellation. See Plans and pricing and How to cancel your Slaide subscription.
- The changelog. The changelog lists with dates what is new in Slaide and already available to everyone.
- The FAQ. The FAQ on the website collects common questions.
Who do I contact about teams, privacy or deleting my account?
Teams of three or more use the request form on the Slaide for teams page. Enter your work email, company, team size, documents per month and what the team would create, then click Send request. Slaide usually replies within one working day. If sending fails, the form shows info@slaide.de as the direct way.
Privacy and deleting your account: you delete your account yourself in Settings, under Account, with Delete account. Details are in Delete your account and data. The privacy policy explains how Slaide handles your documents and what is removed when you delete your account. Questions about privacy and your rights go to info@slaide.de.
Frequently asked questions
What is the Slaide support email address?
info@slaide.de. It is the one address for questions about the web app and the PowerPoint add-in. Include the email address of your Slaide account in your message.
How fast does Slaide support reply?
Usually within one business day. That is the usual time, not a fixed promise. A message with your account email, the exact error message and the steps you took is easier to answer in one go, because nobody has to ask for those details first.
Will Slaide ever ask for my password?
No. Never send your password to support, and Slaide will never ask for it. If you cannot sign in, use Forgot your password? on the sign-in page, as described in I can't sign in to Slaide.
How do I get help from inside the PowerPoint add-in?
Click the round avatar at the top of the task pane and choose Support. It opens the Slaide support page. The add-in uses your existing Slaide account and the same credits as the web app, so name your account email when you write.
Where do I send a bug report or an idea for Slaide?
To info@slaide.de, like any other message. Describe what you wanted to do and what stood in your way, and add a screenshot if you can. The app has no separate feedback form.
Where do I manage billing, invoices or my subscription?
In Settings in the app. Billing, plans and credits are managed there, including invoices and cancellation. Details are in Plans and pricing and How to cancel your Slaide subscription.