Help CenterUse this guide when a product or account issue remains unresolved. A useful support request states the affected screen, exact time, expected result, and what happened, with only the information needed to investigate.
Before you begin
Complete the relevant checks in Troubleshoot Aivah. Note the account email, employee or item, browser/device, approximate time and time zone, and the smallest steps that reproduce the issue. Keep any original item needed to reproduce it.
Steps
1. Remove sensitive information
Do not include passwords, reset links, access tokens, private connection values, payment details, or full customer records. Check screenshots as well as text. Prefer a safe example or a written description when private content is visible.
Copy the page's route without private query values or authentication links. For example, name Create → Content studio and its visible item type rather than sending a signed file URL.
2. Write a reproducible summary
Copy this template into your email or contact message and review it before sending. This guide does not submit the request.
Subject: Help with [workspace area] — [short problem] Account email: [email needed to identify the account] Employee, item, or project: [name or ID if relevant; no private contents] Workspace area and route: [current screen label and safe route] Approximate time: [date, time, and time zone] Browser and device: [browser, device, and screen size if relevant] Expected result: [what you expected] Actual result: [what appeared instead] Steps to reproduce: [shortest safe sequence] Visible status or error: [exact wording with private values removed] Already tried: [actions and their actual results] Safe attachment: [optional screenshot showing the relevant state]
Example only. Copying does not change your agent or send anything.
For a wrong answer, include a short permitted source excerpt and the conflicting answer. For an unchanged title or date filter, describe both the entered value and the resulting display. For generated content, name the format and affected page or timestamp. For Code preview failures, include the error and restart result without environment values.
3. Use an official contact path
Use the Aivah contact page or email hi@aivah.ai. Review your message and attachments before sending.
4. Preserve useful evidence
Keep the affected item when safe instead of deleting it solely to troubleshoot. Avoid duplicate purchases, generations, or external actions while their results are unclear. Record later changes, such as delayed processing or a successful retry, so the report remains accurate.
Expected result
You have a clear request ready for an official contact channel, with reproduction steps, visible evidence, and no unnecessary private content. A sent confirmation from that channel is separate from a resolution.
Status meanings
Use the channel's actual confirmation to determine whether a message was sent. This guide does not promise a ticket state, response time, or resolution time.
Usage credit impact
This guide does not define a credit charge for contacting support. Additional reproductions inside Aivah may use credits, so reuse existing evidence where possible.
Information stored or shared
A support message shares its contents outside the original product screen. Include only the account and diagnostic details needed. Do not send full customer records unless your organization authorizes it and an appropriate secure method is available.
Limits and permanent actions
Support contact does not guarantee recovery, refunds, or a particular technical outcome. Do not repeat a deletion, payment, real channel message, or other external action merely to create more evidence. Third-party issues may also need investigation by the relevant provider.
Common problems and recovery
| Problem | What to include or change |
|---|---|
| The issue no longer reproduces | Include its last known time, earlier state, and the action after which it changed. |
| A screenshot contains private information | Use a safe example or describe the relevant status instead. |
| A private value was exposed | Follow its owner's replacement process; do not copy it into another message. |
| A payment result is unclear | Include the approximate time and visible plan/balance state without card details. |
| An outside service is involved | Name the service and failed action without credentials or full records. |
Next step
Keep the report current if the state changes. Review privacy, consent, and safe data handling before sharing any additional information.