How do I contact Backer Support?

There are a few ways to reach our Backer Support Team! If you’ve backed a project, the fastest path is always through your account or survey — it gives us a direct link to your pledge so we can help you quickly. We aim to respond within 48 hours, Monday–Friday, 9am–5pm PST (excluding holidays).

👉 Not sure which section applies? Start with the first option that matches your situation.

JUMP TO: In my BackerKit account → In my survey → Account / General Q's (not Project-Related)

How to contact us through your BackerKit account:

If you backed, or have a question about any BackerKit Crowdfunding project, you can use your account to reach us directly from the campaign page. You'll need to be logged in before starting.

Steps:

Go to the BackerKit campaign page by using the search bar either at the top of the BackerKit homepage or through your pledges.
After locating the campaign, scroll down on the project page and click the FAQ tab (grey banner, last tab) located below the project banner and funding goal. (example)

In the right-hand panel, to the right of 'Frequently Asked Questions', click 'Ask A Question.' (example)

When the form opens, using the drop-down, choose whether you'd like to reach out to the project team (fulfillment, shipping timelines, product questions) via "I have a question for the [insert project team name]" or "I have a question for BackerKit Support" (survey questions, failed charges, account issues, pledging questions). Example below

⚠️ We do not receive copies of messages sent directly to the project team.

💡 If your pledge is under a different email address, include that email in your message so we can locate your pledge.

👉 Using your account, you can also contact us through your survey by visiting → Profile → Your Pledges & Surveys or the search bar → Click any link under 'Order Status' on the right-hand side to open your survey → "Review" drop-down → "Need Help?"→ Submit.

How to contact us through your survey:

Steps:

Click Need Help? in the top-right corner of the survey.
Head to the “FAQ” tab (second tab) to the left. If you don't find your answer there, use the "Still Have Questions? Contact Us" form at the bottom.

Select the statement closest to your question. If nothing matches, click 'Still have questions?' to type your own message. We do not receive copies of messages sent directly to the project team.

⚠️ Once a campaign has begun shipping, all inquiries automatically route to the project creator team, as BackerKit cannot assist with fulfillment inquiries. BackerKit Support will not receive a copy of those messages.

💡 If you have a preorder, late pledge, or are unable to access your survey, please follow the instructions below.

How to contact us if all else fails:

If you have a survey you can’t access yet, can't log in, or just have a general non-project specific question about BackerKit, you can still reach us.

💡 If you need help with an Apple ID email address, include your updated email and your pledge number in your message.

👉 For preorders, late pledges, AppleID issues, or lost surveys:

Steps:

Go to the Find your Backer Survey page and search for your project → Go to Project
Click 'Need help? View the FAQ' Then, use the 'Still Have Questions? Contact Us' form at the bottom of the FAQ page. We do not receive copies of messages sent directly to the project team.

👉 If your question isn't tied to a specific project or you just have a general BackerKit/account question:

⚠️ One of the methods above will help us locate your order and assist you much faster. Please only use this method if you have no pledge, survey, or just a general question about BackerKit.

Via the footer of our For Backers page, scroll to the bottom, and select 'Contact us →" under "Have Questions?" This will open up your email portal so that you can send us an email.