Support

Contact us

Email support@npdesigned.com with your question. We answer during Monday to Friday, 9:00–17:00 US Central Time, excluding US public holidays, and aim to reply within 1-2 business day(s).

To help us answer quickly, include:

• your Jira site URL (for example, your-company.atlassian.net)
• the key of the work item involved, if there is one
• what you expected to happen, and what happened instead
• the restore report or error message, if you have one (a screenshot is fine)

Please don't send passwords, API tokens or other secrets. We never need them.

Before you write

Many questions are answered in the user guide. The common ones:

• A deleted work item isn't in the recycle bin. It was deleted before NPRecycle was installed, or before the initial backfill reached it.
• A field didn't come back. The restore report names it, with Jira's reason. This usually means the field isn't on the project's screens.
• The status didn't come back. The workflow has no direct transition to the original status. Move the work item manually.
• An attachment didn't come back. The restore preview gives the reason: the file was over the per-file limit, was removed to stay within the storage budget, or was added before NPRecycle could copy it.

Troubleshooting data

If we ask for event details, a Jira administrator can turn on Settings → Store event details for troubleshooting in NPRecycle, reproduce the problem, and send us what the Activity tab shows. Those details stay in your Jira site unless you send them to us, and they don't include names or email addresses. Turn the setting off again afterwards.

Feature requests

We'd like to hear what you need. Email support@npdesigned.com with "Feature request" in the subject.

Security issues

Please report security vulnerabilities to security@npdesigned.com, not to the support address. See Security.