An issue that resists every article in this help centre? Write to us through the contact page. During the alpha, every report matters: you are directly helping improve the product.
What to include for a fast answer
- Your platform: macOS or Windows, and its version.
- What you were doing: the steps leading to the problem, in order.
- What you observe: the exact message shown by the app (a screenshot helps a lot, as long as it shows no client data).
- Since when: first time, or seen before?
What we will never ask for
- The content of your vaults. We cannot read it, and that is exactly right: your vaults are encrypted on your machine with keys that exist only in your keychain.
- Your API keys or your password. Never. A request like that would not come from us.
If your problem involves a specific conversation, the audit log is your ally: it tells the story of events (analyses, sends, blocks, error codes) without exposing content. Its CSV export attaches nicely to an email.
The universal troubleshooting reflex
Many transient issues go away by restarting the app: your vaults, conversations and files are persisted and encrypted, you lose nothing (except an unsent draft: copy it first). After the restart, the first analysis reloads the engine: allow about fifteen seconds.