ASSISTANCE CODZ
Describe the issue. We can understand it better.
To speed up diagnosis, provide precise context and share only necessary information. Support should never need your password, authentication code, or full API key.
1. Technical issue or interface bug
Explain what you were trying to do, what you expected to see, and what actually happened. For example, if a message is sent but the conversation stays empty, say whether loading continues, whether your token balance changed, and whether the issue happens after refreshing.
If possible, provide short reproduction steps, the browser and device you used, and the approximate time. A screenshot can help as long as it contains no unnecessary personal data, secrets, or private content.
2. Sign-in and account
If you cannot sign in, check the address you used, your connection, and any displayed messages. Never send your password to support. If you think your account is compromised, explain this clearly and follow the recommendations of the Security Center.
For a data correction or deletion request, support may ask for reasonable proof of account ownership before taking action.
3. Tokens, plans, and payments
For a balance issue, include the transaction type, approximate time, and difference observed. For a purchase, provide the product name and order reference only through an appropriate private channel. Never share a full bank card number, security code, or payment credentials.
Payments may be handled by an external provider. If payment is confirmed but your plan is not active, keep the confirmation and say whether your account still shows the old plan.
4. Privacy and security
To request data correction, export, or deletion, read the Privacy Policy and describe your request precisely. To report a vulnerability, provide context, reproduction steps, and observed impact without accessing other users’ data.
Never publish a password, session cookie, temporary code, private key, or confidential content. Avoid attaching entire conversations when an anonymized excerpt is sufficient.
5. Before sending a request
- Consulte le centre d’aide for common issues.
- Refresh the page once and reproduce the issue with a short request if it is safe to do so.
- Note le texte exact de l’erreur et l’heure approximative.
- Retire les informations sensibles des captures et extraits.
- Use a private channel for account or payment questions.
A detailed report without secrets helps diagnose the problem more effectively.