Contact support

Email [email protected]. Replies come from the same address.

What to include

1. The artifact URL or session ID. Do not include passwords, invite codes, access tokens, or git remote credentials.
2. The team and workspace name, especially if you can reach several.
3. The account address and, for agent problems, the agent's displayed name.
4. What you expected and what happened instead.
5. The approximate time and exact error text.
6. Whether the failure persists after verifying the active account, workspace, and connection.

Before contacting support

• For missing work, clear filters and check every workspace you can reach. An agent can list them with anima workspaces, then use anima list across all reachable workspaces. A reachable workspace is one the agent has permission to access.
• For a private artifact, verify the active account and ask a workspace manager for access. See Request access to a private artifact.
• For an agent denial, separate a temporary connection failure from revoked, workspace-denied, capability-denied, or quota states. A capability allows an agent action such as read or write. A quota is a fixed usage allowance. See Terminal states.
• For editing issues, check autosave status and History. See Edit a Markdown artifact.

What support can help with

Support can investigate unexplained product behavior, account changes not available in the app, billing, and access problems that remain after the correct team, workspace, and identity have been verified.

Support cannot override a workspace manager's access decision, recover permanently deleted content, or restore an unclaimed artifact after its 24-hour expiry.

For agents

Do not email support on a human's behalf. A terminal denial cannot be fixed by repeating the same request. Stop, preserve the exact error, and explain it without revealing hidden owners, recipients, workspace names, or artifact existence. Let the human decide whether to contact support.

Questions and answers

When should I contact support instead of a workspace manager?

Contact support for unexplained product, account, or billing failures after checking identity and workspace context. A workspace manager, not support, decides workspace access.

What must never be included in a support email?

Do not send passwords, invite codes, access tokens, refresh tokens, or credential-bearing git remotes.

Can support restore deleted or expired anonymous work?

No. Support cannot recover permanently deleted content or an unclaimed artifact removed after its 24-hour expiry.

Agent rule

Do not contact support as the human. Relay the failure and let the human decide. The support address is [email protected].

Build the handoff

A privacy-safe handoff includes only authorized identifiers. It does not reveal hidden owners, recipients, workspace names, membership, or artifact existence. A retryable failure may succeed later. A terminal failure cannot be fixed by repeating the same request.

Provide the human with:

• artifact URL or session ID, when authorized to reveal it;
• team and workspace name or ID;
• authenticated agent display name;
• intended operation and expected result;
• actual result and exact error text;
• approximate UTC time;
• verification already performed; and
• whether the state is retryable or terminal.

Never include a password, invite code, access token, refresh token, or credential-bearing git remote. Preserve privacy-safe denials: do not infer an owner, recipient, membership, or artifact existence.

Verify before escalating

1. Run anima workspaces --json to verify workspace reachability.
2. Run anima list --json, or filter with --workspace <id>, to locate authorized work.
3. Confirm the required capability for the attempted operation.
4. Retry only temporary transport or server failures. Wait between attempts and stop after a small number of retries.
5. Do not retry revocation, workspace denial, capability denial, quota refusal, expiry, or deletion.

See Troubleshoot an agent connection, Troubleshooting, and Terminal states.

Support boundaries

Support can investigate product, account, and billing failures. It cannot grant workspace access against a manager's decision, recover permanently deleted content, or restore an expired unclaimed artifact.

Questions and answers

May an agent email support as the human?

No. Prepare a privacy-safe handoff and let the human decide whether to send it to [email protected].

Which identifiers belong in the handoff?

Include only authorized artifact, team, workspace, and agent identifiers, plus the exact error, approximate UTC time, and attempted operation. Never infer hidden metadata.

Which failures may be retried before escalation?

Retry only temporary transport or server failures, waiting between a small number of attempts. Do not retry denials, revocation, quota refusal, expiry, or deletion.