Support

Contact us

Email support@barrow.site for help with Barrow. Include your account email and a short description of your request. We aim to respond promptly; response and resolution times depend on the issue. Any response-time commitment already agreed with you continues to apply.

Use the same address for billing, privacy requests and legal notices, and identify the type of request in the subject line. Privacy requests are handled under Section 11 of our Privacy Policy and applicable law.

What to include

The more of this we have, the faster we can resolve the issue:

• The email address on your Barrow account and your firm's name.
• Where the problem happened: the Barrow web application, or Barrow for Word.
• For Barrow for Word, which version of Word you are using: Windows, Mac, or Word on the web.
• What you were doing, what you expected, and what happened instead.
• A screenshot, along with the exact wording of any error message. Remove passwords, access tokens and unrelated confidential information before sharing it.
• The project or report name, if the issue involves a specific one.

Barrow for Word

Barrow for Word helps you research, draft and review professional reports using your project evidence and templates. Common questions:

• The add-in does not appear in Word. Use an up-to-date version of Word supported by the add-in, then close and reopen Word. Some features require newer Word capabilities. If your firm deploys the add-in centrally, ask its administrator to confirm it has been assigned to you. Include your Word version and build when contacting us about availability or unsupported features.
• I am asked to sign in repeatedly. The add-in signs in through your Barrow account. Confirm that pop-up windows are allowed for Word, then sign in again from the task pane.
• It says a subscription is required. Barrow for Word is a paid subscription sold separately by Barrow. Your organization's administrator can start or manage it from the task pane, or write to support@barrow.site to discuss pricing for your firm.
• Drafting returns nothing, or the wrong content. Every draft depends on the source documents in the workspace you selected. Confirm the correct workspace is open and its documents have finished analyzing, then try again and tell us the section you were drafting.
• How do I remove it? Use Word’s add-in management controls to remove Barrow. Removing the add-in stops it from running in Word; it does not delete content already uploaded to Barrow or cancel server-side work already requested. Contact us to request deletion of your account data.

Before you rely on a draft

AI-generated output is a preliminary draft. An appropriately qualified professional must review, validate and approve it before reliance, distribution or presentation as completed work. Where the report type or applicable standard requires an Environmental Professional, that review must be performed by an Environmental Professional. See our Terms of Service and License Agreement.

Company

Barrow AI, Inc.
110 E 25th St, New York, NY 10010
support@barrow.site