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Four routes, four destinations, and a realistic answer about how long each one takes. Pick the one that matches what you need rather than filling in a general form: a message that lands in the right queue gets read by someone who can act on it.

Support hours 09:00–18:00 UTC, Monday to Friday · accessibility reports are read on the same schedule and are not gated by plan

The four routes

  • Report an accessibility barrier on this site

    Something on latchkey.app itself (this page, the scanner, the portal) that got in your way. Open to anyone, whether or not you are a customer, and whether or not you can name the success criterion. A screenshot or a sentence is enough.

    Goes to
    accessibility@latchkey.app, read by the accessibility lead, not by a shared marketing inbox.
    What we aim for
    An acknowledgement within two business days and a substantive answer within five, on every plan and for people who are not customers.
    What you get back
    A response, not a fix date: whether we could reproduce it, which WCAG success criterion it maps to, and whether it is going on our published known-issues list. If it lands on that list, it appears there with the date you reported it.
    Report a barrier by emailOur accessibility statement

  • Sales, quotes and Services

    Pricing questions, a Services scope, traffic above the top published band, a VPAT edition for a procurement pack, or a security questionnaire to fill in. Widget and Flow prices are already published, so a quote is only needed for Services and for the bands above the price list.

    Goes to
    sales@latchkey.app
    What we aim for
    A reply to a quote request within one business day. The deliverables themselves have published turnarounds rather than per-deal ones:
    • Expert audit10–15 business daysfrom $2,500
    • VPAT / ACR~25 business daysfrom $4,000
    • Evidence Pack10 business daysfrom $1,500, included on Scale and above

    It helps to include the hostname, roughly how many visits a month it gets, and which product you are asking about.

    Ask for a quote by emailSee the price list first

  • Support for a licence you already have

    An install that is not taking, a widget that is not loading on one template, a scan that stopped for a reason the screen did not make clear, a report you cannot reconcile with what you can see on the page.

    Goes to
    support@latchkey.app, or the in-app help inside the portal. That is faster, because it carries your licence and hostname with it and we do not have to ask.
    What we aim for
    First-response targets follow your plan. All four are in the table below, including the one plan that has no service-level agreement.
    Email supportOpen the portal

  • Press

    Interviews, questions about the overlay market and the FTC action against the incumbent, or what our coverage numbers actually mean and how they are produced.

    Goes to
    sales@latchkey.app with “Press” in the subject line. There is no separate press address during the private beta, and publishing one nobody watches would be the same mistake as a form that goes nowhere.
    What we aim for
    A reply within two business days. If you are working to a same-day deadline, say so in the subject and we will tell you quickly whether we can meet it.
    What we can and cannot offer
    We will talk about how the product works, what it does not cover, and why. We have no case studies and nobody to introduce you to yet, and we would rather say that than write one.
    Email a press enquiryRead the thesis first

Answered here

Two questions that do not need a queue

A charge you do not recognise

If your statement shows a charge from Dodo Payments, that is us. Dodo Payments Inc. is our merchant of record and the legal seller of every Latchkey subscription, so the descriptor reads Dodo Payments rather than Latchkey. Check the amount and the date against your invoices, and the address the receipt was sent to.

Please write to us before you open a dispute with your bank. A dispute holds the money from the moment it is opened, takes weeks, and blocks the refund path while it runs. Once your bank is reviewing a payment we cannot refund it ourselves. Writing to us first is faster, and we will tell you what the published billing terms allow.

billing@latchkey.app. We aim to answer the same business day.

Read the billing rules

A privacy or data request

Access, correction, erasure, restriction, portability, objection and data-processing agreements all go to one address, and are acknowledged inside the window the agreement sets.

If you have recognised yourself in a screenshot we captured while auditing somebody else’s website, that is the right address and you do not need an account with us to use it. Screenshots are kept for 30 days or less, encrypted at rest, and removable on request.

privacy@latchkey.app

Response times

What each plan includes, and what we aim for

Every plan carries two things: the support line from the plan itself, which is the part you are buying, and what we aim for, which is a target rather than a commitment. Where a plan has no service-level agreement, it says so instead of showing a number that reads like one.

  • Micro

    Support included in the plan
    Email support
    What we aim for
    Best effort. We aim for three business days, and there is no service-level agreement on this plan.

  • Growth

    Support included in the plan
    Two-business-day support
    What we aim for
    We aim for two business days.

  • Scale

    Support included in the plan
    Everything in Growth
    What we aim for
    We aim for two business days, and a specialist reviews anything that came out of manual testing.

  • Enterprise

    Support included in the plan
    One-business-day support
    What we aim for
    We aim for one business day, through your account manager or a shared channel.

Two routes that are not gated by plan

Accessibility reports
Two business days to acknowledge, five to answer substantively, on every plan and for people who have no plan at all. The person who most needs this route is usually not the account holder.
Security reports
Acknowledged within one business day regardless of plan or whether you are a customer at all.

Before you write

What we cannot do

Four things people reasonably ask for and we have to decline. Saying so here saves four disappointing threads.

Tell you whether your site meets a legal standard
That determination belongs to a court or a regulator, about one specific site at one specific time. What we can tell you is what our checks found, which rules never ran, and what a person would have to look at next.What automation cannot find
Rewrite your source code outside a Services engagement
Every automated fix is also emitted as a patch you can read, review and apply yourself, and those patches stay yours after you stop paying us. Someone still has to merge them.
See or change your card details
Payment runs through Dodo Payments as merchant of record and we never hold card data, so we cannot update a card for you, only point you at the portal where you can.
Contact your visitors on your behalf
If a visitor writes to us about a barrier on your site, we route it to the feedback process on your own published accessibility statement, and we tell the reporter that we did.

For visitors

If the barrier is on someone else’s website

If you hit a barrier on a site that uses Latchkey rather than on this one, the site owner’s own feedback process is the right destination. They control the page and we do not, and their process is published on their accessibility statement.

If you cannot find it, write to us anyway. We will forward your report to whoever owns that statement, and we will write back to tell you that we did. A report should not be dropped because it arrived at the wrong company.

Forwarding route

accessibility@latchkey.app

Send us the report

Other addresses, and where to look first

Other addresses

legal@latchkey.app
Subpoenas, preservation notices and takedown correspondence. Legal process sent to the support queue is escalated the same day, but this address is faster.
security@latchkey.app
Vulnerability reports, acknowledged within one business day, with a 90-day coordinated-disclosure window and a credit in the advisory. There is no paid bounty at launch, which we would rather state than leave you to infer. Safe harbour: report in good faith, do not access other people’s data, and we will not pursue you.