# Get support

Choose a support channel, collect useful troubleshooting details, and share a report without exposing account or customer information.

Canonical: https://docs.equalai.io/account/support
Markdown: https://docs.equalai.io/account/support.md

The **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](mailto: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:

1. The page name and action you attempted.
2. Whether the issue affects one project or several.
3. What you expected and what happened instead.
4. The exact visible error message, with sensitive text removed.
5. Approximate time and timezone.
6. Whether refreshing or retrying once changed the outcome.
7. 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

- [Onboarding](https://docs.equalai.io/getting-started/onboarding)
- [Team members](https://docs.equalai.io/account/team-members)
- [Billing](https://docs.equalai.io/account/billing)
- [Schedules](https://docs.equalai.io/tracking/schedules)
- [AI Assistant Access](https://docs.equalai.io/account/ai-assistant-access)