Support

Support Resources for Password Pusher

We’re committed to providing you with the best possible experience with Password Pusher. This guide will help you find the right support resources and get your questions answered quickly.

Quick Overview

Use these jump links for the fastest path:

Before Contacting Support

Before reaching out, check these self-help resources—they often contain the answer you’re looking for:

Identify Your Edition First

Support and documentation paths differ by edition:

Documentation

Hosted (pwpush.com)

OSS Self-Hosted

Pro Self-Hosted

For Everyone

  • FAQ - Answers to common questions across all editions
  • Troubleshooting Guides - Issue-specific troubleshooting (email, upgrades, etc.)

Quick Reference

Search Existing Issues

Many questions have already been answered. Search before creating a new issue:

Note: These GitHub channels are for the open-source project. Hosted subscribers and Pro Self-Hosted customers should use email/feedback channels for account, licensing, and private deployment support.

Support Channels

Choose the support channel that best fits your needs:

Jump to a Channel

1. GitHub Issues (OSS Technical Issues)

Best for:

  • Bug reports
  • Feature requests
  • Technical questions
  • Installation and configuration issues
  • Security vulnerabilities

Best audience:

  • OSS self-hosted users
  • Contributors to the public open-source project

Why GitHub Issues:

  • Public visibility (helps others with similar issues)
  • Issue tracking and follow-up
  • Community can contribute solutions
  • Searchable for future reference

How to File an Issue:

  1. Go to the Password Pusher GitHub repository
  2. Click on the “Issues” tab
  3. Click “New Issue”
  4. Choose the appropriate issue type:
    • Bug report - Something isn’t working
    • Feature request - Suggest a new feature
    • Question - Ask a technical question
  5. Fill out the issue template with as much detail as possible
  6. Submit your issue

Note: GitHub Issues requires a free GitHub account. Create one here if you don’t have one.

What to Include in Your Issue

To help us resolve your issue quickly, please include:

For Bug Reports:

  • Clear description of the problem
  • Steps to reproduce the issue
  • Expected vs. actual behavior
  • Error messages (if any)
  • Environment details:
    • Docker version (if using Docker)
    • Password Pusher version
    • Operating system
    • Database backend (SQLite3/PostgreSQL)
  • Relevant logs (with sensitive data removed)
  • Screenshots (if applicable)

For Feature Requests:

  • Clear description of the feature
  • Use case and motivation
  • Proposed implementation (if you have ideas)
  • Examples of similar features in other tools

For Configuration Questions:

  • Your current configuration (with sensitive data removed)
  • What you’re trying to achieve
  • What you’ve tried so far
  • Relevant documentation you’ve reviewed

2. Feedback Form (General Questions & Feedback)

Best for:

  • General questions
  • Feedback and suggestions
  • Non-technical inquiries
  • Account-related questions (for pwpush.com users)
  • Hosted subscription plan questions

How to Use:

  1. Go to the Password Pusher feedback page
  2. Fill out the form with:
    • Your name
    • Email address
    • Description of your question or feedback
  3. Submit your feedback

Response Time: We’ll get back to you as soon as possible, typically within 1-2 business days.

3. Email Support (Direct Contact)

Best for:

  • Sensitive issues that shouldn’t be public
  • Account-specific problems (for pwpush.com users)
  • Commercial inquiries
  • Security concerns (non-critical)
  • Pro Self-Hosted licensing and deployment support

Email: support@pwpush.com

What to Include:

  • Clear subject line describing your issue
  • Detailed description of the problem or question
  • Error messages (if applicable)
  • Steps to reproduce (for bugs)
  • Environment details
  • Screenshots (if helpful)
  • Any relevant logs (with sensitive data removed)

Response Time: We aim to respond within 1-2 business days.

4. Security Issues

For security vulnerabilities, please use the Security Advisory process:

  1. Go to the Password Pusher Security Policy
  2. Click “Report a vulnerability”
  3. Follow the security disclosure process

Important: Do not report security vulnerabilities through public GitHub issues. Use the security advisory process to ensure responsible disclosure.

Community Resources

GitHub Discussions

GitHub Discussions is a great place to:

  • Ask questions and get community help
  • Share tips and best practices
  • Discuss feature ideas
  • Connect with other users

Benefits:

  • Community-driven support
  • Searchable Q&A
  • No issue tracking overhead
  • Great for non-urgent questions

Newsletter

Sign up for the Password Pusher newsletter to receive:

  • Important release announcements
  • Security updates
  • Tips and best practices
  • Feature highlights

Response Times

GitHub Issues:

  • Bug reports: Typically addressed within 1-3 business days
  • Feature requests: Reviewed and triaged regularly
  • Questions: Community may respond quickly; official response within 1-2 business days

Email & Feedback Form:

  • General inquiries: 1-2 business days
  • Urgent issues: We prioritize critical bugs and security issues

Note: Response times may vary based on issue complexity and current workload. We appreciate your patience.

What to Expect

When you contact us for support:

  1. Acknowledgment: We’ll acknowledge your request and confirm we’ve received it
  2. Initial Response: We’ll respond with questions, solutions, or next steps
  3. Follow-up: If we need more information, we’ll work with you to gather it
  4. Resolution: We’ll work to resolve your issue or answer your question
  5. Feedback: We may follow up to ensure your issue is resolved

Tips for Getting Help Faster

Do Your Research First

  1. Search the documentation - Many questions are answered in the docs
  2. Check the FAQ - Common questions are covered there
  3. Search GitHub Issues - Your issue may have been reported before
  4. Review troubleshooting guides - Issue-specific guides may help

Provide Complete Information

The more information you provide, the faster we can help:

  • Environment details: Version, OS, Docker version, etc.
  • Configuration: Relevant settings (with sensitive data removed)
  • Error messages: Full error text, not just “it doesn’t work”
  • Steps to reproduce: Clear, numbered steps
  • What you’ve tried: Show you’ve done some troubleshooting

Be Patient and Respectful

  • We’re a small team working on Password Pusher in our free time
  • We prioritize critical bugs and security issues
  • Community members may help answer questions
  • We appreciate your understanding and patience

Follow Up Appropriately

  • GitHub Issues: You can comment on your issue to provide updates
  • Email: Reply to the thread to continue the conversation
  • Don’t create duplicates: If you haven’t heard back, wait a few days before following up

Commercial Support

For Hosted Premium/Pro subscribers on pwpush.com:

  • Priority support via email
  • Faster response times for critical issues
  • Direct access to the development team
  • Feature requests with higher priority

For Pro Self-Hosted customers, support level depends on your plan (for example, priority email or dedicated SLA-based support for enterprise tiers). Contact support@pwpush.com with your license details to route your request quickly.

See Also