Support
Support
Questions, bugs, or feedback about Pencilmark? Write to [email protected] — a human reads every message. The common answers live below.
Common questions
The widget doesn't appear on a site I've installed it on
Three checks, in order. The site's origin must be on the project's allowed list (Install page). Private projects — the default — show the widget only to bound browsers: open the site with #pencilmark-bind at the end of the URL and click the launcher that appears, then sign in; that binds the browser for 90 days (manage bindings under Account → Security). Signing in to the dashboard alone isn't enough, because the site itself can't see your dashboard cookies. And if the site's security policy blocks the script outright, the browser extension is the reliable path.
How do I leave feedback once the widget is up?
One review mode, three gestures: click an element to pin it, select text to comment on copy, drag a region for area feedback. Escape ends review mode; the eye icon hides the pins without leaving the page.
Do reporters or clients need an account?
No. Reporters type a name and email per annotation (kept in their own browser so the form prefills next time), and clients can be invited to a project with comment-and-resolve-only access. Only your team signs in.
Where do annotations end up?
In the dashboard — the needs-attention inbox, the project board, and each annotation's detail page with the full technical context and AI triage attached.
How long is feedback kept?
Open feedback expires after 90 idle days, resolved after 30, with a 30-day trash grace window and a weekly email before anything is purged. You can delete any pin manually at any time.
Something is broken — what should I send?
Email [email protected] with the site URL, what you expected, what happened, and (if the widget loaded) the annotation link from the dashboard. The debug flag helps too: set localStorage key pencilmark:debug to "1" and reload before capturing.
For how data is handled, see the privacy policy; for the legal bits, terms.