How do I contact Backer Support?

There are multiple ways to contact our Backer Support Team. If you have a pledge, survey, or BackerKit account, to make it easiest for the most thorough assistance — we strongly recommend using one of the methods listed below first as these will provide us with a direct link both to the campaign, and your pledge/survey, if applicable.

• If you don’t have a BackerKit account or pledge, can’t access your account, haven’t received a survey, or need help with a preorder, late pledge, or general non-project specific question (account issues, etc), or have an Apple ID issue, an alternative contact option is available at the bottom of this page.

Do you have a BackerKit account?

If so, you can contact us from the BackerKit campaign page you require assistance with.

• First, confirm that you are logged in.
• Access the campaign that you require assistance with.
  • You can search for any BackerKit campaign at the top of the BackerKit homepage using the search bar.

• Scroll down on the project page and click the FAQ tab (grey banner, last tab) located below the project banner and funding goal.

• Using the right hand panel, to the left of the 'Frequently Asked Questions', click 'Ask A Question.'

• After this, be sure to choose whether you'd like to reach out to the project team directly (fulfillment questions, shipping cost estimates/timelines, product questions, etc) or the BackerKit Support Team (survey questions, failed charges, account issues, pledging information, general BackerKit questions). We will not receive a copy of inquiries sent directly to the project team. Note: If you need to leave a screenshot, you will be able to do this as soon as you hear back from us.
• If your pledge is under a different email, please be sure to include the email your pledge is under in your message.

• We aim to respond to your inquiry within 48 hours, Monday through Friday, from 9 am to 5 pm PST (excluding holidays). If you caught us on a weekend – we’re out backing new projects!

Do you have a BackerKit or Kickstarter survey?

• If you have a BackerKit account, locate the survey you are inquiring about from your BackerKit account. (Profile Icon -> Your Pledges & Surveys)
  • You can locate your surveys under the second tab, shipped items in the third tab.
  • Click any link under the right-hand "Order Status' section to access your survey:

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• If you're logged into your survey, you can reach the help section by clicking the Need Help? link in the top right corner:

• After this, the FAQ page will have specific information about your project. If you don't find an answer to your question, you can use the contact form that is available for that project. You'll see the text box below, where you will be prompted to select the statement that matches closest to your question. If your question is still not answered, please click "Still have questions?" to type in your own response.

• Note: once a campaign has begun shipping, or fulfillment inquiries, any question will automatically forward to the project creator team as they handle fulfillment, and BackerKit Support will not receive a copy of these responses.

If you cannot log in, need AppleID assistance, or have a Preorder or Late Pledge

• If you cannot login into your survey, or have only placed a preorder, you will not be able to use the above methods. You can look for your project on the Find your Backer Survey page and click "Need help? View the FAQ" to view the FAQ page for your project. Look for the text box, "Still Have Questions? Contact Us" and fill out the form. NOTE: If you need to update an AppleID email address, please include the updated email in your reach-out, and pledge number.

If you don't have an account or survey, and have a non-BackerKit project-specific question (Kickstarter)

• You can still contact us by heading to our Contact Us form and selecting "I'm a backer." Under "I need help with something else," click on the link "find the project on BackerKit that you need help with on this page."

• Scroll down and click on "Need help? View the FAQ" — this will bring you to the FAQ page above, where you can enter your email and question. NOTE: If you need to update an AppleID email address, please include the updated email in your reach-out, and pledge number.

General question, non-project specific about BackerKit?

• If you have a question that is unrelated to an existing pledge, project, or survey, you can still contact us via the footer of our For Backers page by scrolling to the bottom and selecting 'Contact us ->" under "Have Questions?" This will open up your email portal so that you can send us an email.
• Please do not use this method if you have a pledge, survey, or BackerKit account so we can better assist you most quickly. Please provide all necessary information to so we can help you most efficiently.

We aim to respond to your inquiry within 48 hours, Monday through Friday, from 9 am to 5 pm PST (excluding holidays). If you caught us on a weekend – we’re out backing new projects!