Get support
Choose a support channel, collect useful troubleshooting details, and share a report without exposing account or customer information.
View as MarkdownThe Support page provides chat, email, Help Center, and subscription shortcuts. Choose the route that fits the question; opening a support channel does not change your tracking or billing settings.
Contact support
- Choose Email support to open an email to support@equalai.io.
- In Contact support, choose Open chat to open the support chat widget.
- In Help Center, choose Open Help Center to browse the in-app help entry point.
- In Subscription help, choose View subscription to review the workspace plan and usage. Billing access requires a workspace owner/admin.
If chat does not open, use email directly. Chat may depend on browser script or network availability; there is no need to disable your organization's security controls to report an issue.
No fixed response time or priority-service guarantee is implied by these controls.
Send a useful issue report
Include enough context to reproduce the problem without revealing sensitive data:
- The page name and action you attempted.
- Whether the issue affects one project or several.
- What you expected and what happened instead.
- The exact visible error message, with sensitive text removed.
- Approximate time and timezone.
- Whether refreshing or retrying once changed the outcome.
- A cropped, redacted screenshot if it helps.
Synthetic example: “On the example project's schedule dialog, Save schedule returned an error after changing the weekly days. The same page reopened with the old days.” This communicates the workflow without exposing real prompts, results, or account identifiers.
For an execution problem, say whether the run was rejected, queued, still running, or completed with an error. A queued confirmation and a completed result are different states.
Keep sensitive information out
Do not send passwords, session cookies, authorization links, assistant tokens, provider credentials, full payment-card details, or unredacted customer data. If the issue involves an integration or assistant connection, share the provider name and visible status—not the stored secret or the full authorization request URL.
For a billing issue, use a redacted payment reference and the visible subscription status. For an email change, start with a request for help and follow the support verification process rather than sharing credentials.
Quick checks before contacting support
| Symptom | First check |
|---|---|
| A teammate cannot see a project | Correct sign-in email, accepted invitation, and project role. |
| A save action is unavailable | Required fields, pending requests, role, and plan access. |
| A prompt run cannot start | Eligible prompts, selected models, credits, and cooldown. |
| Subscription status looks stale | Choose Refresh after returning from checkout. |
| Imported tags are missing | CSV header, two plain-text columns, duplicates, and batch size. |
| An assistant cannot read a project | Approved project scope, current project access, and subscription access. |
Related guides
Billing and workspace usage
Review subscription status, shared capacity and credits, plan changes, and renewal controls without confusing workspace billing with project usage.
AI Assistant Access
Connect an assistant to approved EqualAI projects, revoke read-only access, and understand the separate external-provider connection workflow.