Support
Customer Support
- First response
- Within 1 business day
- Hours
- Monday–Friday, 09:00–18:00 IST (UTC+5:30)
- Language
- English
- Cost
- Included for all users
On this page
Contact us
Email support
The fastest route is email. Everything reaches the same monitored inbox, staffed by the people who build Scout.
The button opens your mail client with a template already filled in — answering those lines is usually the difference between one reply and four.
What to expect
- First response
- Within 1 business day of receiving your email.
- Support hours
- Monday–Friday, 09:00–18:00 IST (UTC+5:30)
- Outside hours
- Email is accepted around the clock and answered on the next business day.
- Critical incidents
- App unavailable or reviews failing across your whole organization — write “URGENT” in the subject line and we prioritise it.
- Language
- English.
- Cost
- Support is included at no charge for all users.
- Escalation
- No reply within two business days? Resend to support@scout.app with “Escalation” in the subject.
Before you write
Including these details lets us reproduce the problem instead of asking you to describe it twice:
- Your Atlassian site URL — for example
your-team.atlassian.net - The GitHub organization and repository involved
- The Jira issue key, and a link to the pull request if there is one
- The exact steps that led to the problem
- What you expected to happen, and what happened instead
- When it happened, with your timezone — it helps us find the request in our logs
- Any error message or screenshot, copied in full
Please redact secrets, tokens and customer data before pasting logs. We never need a credential to help you.
What we help with
Installation & setup
Installing the app on your Jira site, installing the GitHub App, and connecting the two from the dashboard.
Permissions & scopes
What the app can read, why it needs each scope, and how to review or revoke access.
Jira issue linking
Pull requests not resolving to the right issue, or issue content missing from a review.
Reviews & findings
Reviews not appearing, findings you disagree with, or tuning how noisy the agent is on a repository.
Account & access
Sign-in problems, changing the connected Jira site, or transferring ownership within your organization.
Billing
Invoices, plan changes, and anything else about your subscription.
Common problems
The app installed, but the dashboard still shows Jira as not connected.
Installing the Forge app on your site and connecting Jira from the dashboard are two separate steps. Open the dashboard and use “Connect Jira”, then pick the site you installed the app on.
Reviews are missing the Jira context.
Scout finds the issue from the pull request branch name, title or description. Make sure the issue key appears in one of them, and that the issue lives on the connected site.
A repository is not being reviewed.
The GitHub App only sees the repositories you selected at install time. Open the app’s settings on GitHub, add the repository, and the change takes effect immediately.
We removed the app and want our data gone.
Uninstalling removes the stored installation record for that site. For full account deletion, email the privacy address below.
App details
Handy when you are filing a request, or when your security team asks what the app is:
- App name
- Scout
- Vendor
- Scout
- Platform
- Atlassian Forge — Jira Cloud
- App id
ari:cloud:ecosystem::app/3d369f25-f2bc-42be-9b55-239abfe7a143- Jira scopes
read:jira-work- Jira access
- Read-only. The app holds no write access to Jira data.
- Uninstalling
- Remove the app from Manage apps in your Jira site — the stored installation record is deleted with it.
Security reports
If you believe you have found a security vulnerability, email security@scout.app with “Security report” in the subject line. Include the steps to reproduce and the impact you observed.
We acknowledge reports within one business day and will keep you updated until it is resolved. Please give us a reasonable window to ship a fix before disclosing the issue publicly.
Privacy and data requests
For access, export, correction or deletion of your data, email privacy@scout.app. We answer within 30 days.
The full detail of what Scout reads, stores and shares is in the privacy policy.