Support and troubleshooting
Get help with creating reminders, finding the next date, personal snooze and Jira email status.
Contact support
Contact support@misheno.com. Support is provided by Mikhail Eshchenko, the developer of Follow-up Steward. Include “Follow-up Steward” in the subject.
If the app showed an error, include the Reference at the end of the message. For 7 days a Jira administrator can look it up under Operations on the app’s admin page. It shows the operation, error code and time, not notes or issue content.
Include these details
- What you were trying to do, what you expected and what happened.
- The error code, reminder ID or operation ID, if shown.
- The intended date and time zone, and whether the reminder is one-time or repeating.
- The status shown for your recipient and whether you used Snooze for me.
- Your browser and a cropped, redacted screenshot if it helps.
Do not send passwords, API tokens, reminder notes, full issue contents or a list of colleagues. Remove issue summaries, names and email addresses from screenshots. If a content example is necessary, agree a limited, redacted example with support first.
Response times
Support requests receive a response within five business days. Requests identified as critical by Atlassian receive a response within 24 hours. These are response times, not guaranteed resolution times. No separate uptime SLA is provided.
Check the common causes
- I cannot create a reminder
- Check your app license, issue access and whether the app and project are enabled. Team reminders may be restricted to project administrators. Choose a date at least five minutes ahead. Review setup.
- A colleague cannot be selected
- The person needs an active internal Jira or JSM license and access to this issue. Portal-only customers and guests are not supported recipients. A temporary failed access check does not prove that the person has no permission; try again after the error clears.
- The reminder says Queued but there is no email
- Queued means Jira accepted the request, not that the inbox received it. Check spam and your organization’s mail filtering. Keep the reminder ID and acceptance time for support; avoid repeatedly rescheduling the same notification.
- The result is Uncertain
- An interrupted request may still have been accepted by Jira. The app does not automatically resend it. If you choose a new date, the earlier email may also arrive.
- My snoozed reminder did not arrive this morning
- Your regular occurrences are paused until your personal snooze time. Check that date in the For me view of My reminders. Colleagues keep their schedule. Read the snooze example.
- A reminder stopped after the issue was reopened
- Done stops reminders and personal returns. Reopening does not restart them. After checking that the issue is no longer Done, open the reminder’s More actions menu (the three dots), select Resume and choose a future date.
- A team reminder is paused because of its owner
- An authorized project administrator can open the reminder’s More actions menu, select Transfer owner to hand it to an eligible person with issue access, then select Resume with a future date. Administrators cannot take over private reminders.
- Current assignee did not receive the reminder
- Check whether the issue was unassigned, reassigned, inaccessible or assigned to an ineligible account when the occurrence was processed. Named recipients have independent outcomes.
- A reminder to myself was not sent, but I can open the issue
- Reminders to yourself also need the app to have access to the issue. A team-managed issue restriction can include you but exclude the app. Ask a space administrator to review the restriction. The app never changes restrictions or grants itself access. Reminders to colleagues are checked with your access and theirs, so this app check does not apply to them.
- Every reminder fails
- Ask your Jira administrator whether outgoing email is turned on for the site. Jira refuses notification requests while it is off. The app does not retry them automatically; choose a new date after email is turned on.
- My list looks incomplete
- Wait for progressive loading to finish, then Refresh after a recent assignment change. For me follows your current assignment; Managed by me follows current ownership.
- A reminder was missed during an interruption
- One-time reminders older than 24 hours need a new date. Repeating reminders move to a future occurrence. Personal returns have the same 24-hour window and never trigger a backlog of old emails.
Report a security issue
Email support@misheno.com with “Follow-up Steward security” or “Follow-up Steward privacy” in the subject. Describe the affected action and timing without sending secrets or unnecessary issue data. See security measures and data handling.