Contact support

When a guide doesn't solve your problem, contact the Spacebrain team from inside the product. This page shows you how to ask Help AI, send a request with screenshots, and follow replies. It also lists what to include so support can help on the first reply. It's for anyone who uses Spacebrain.

Open Help & support

You can open the Help & support panel in two ways:

• Select the floating help button in the bottom-right corner of the screen.
• Go to Settings → Orbit AI and select Open Help & support.

If you've hidden the floating button, turn it back on with Show floating Orbit help button in Settings → Orbit AI. This setting is saved for your account in this browser.

The panel has three tabs: Get Help, Contact, and My requests.

You can also email [email protected], preferably from the address you sign in with. The panel has an Email support link at the bottom.

Ask Help AI first

1. Open Help & support and choose Get Help.
2. Type your question in Ask anything about Spacebrain… and send it. You can pick the reply language, such as English or Español.
3. Read the answer. It's based on Spacebrain's help guides. Some answers include a button that takes you to the right page.

Rate an answer

Under each answer, Was this helpful? offers Yes and No.

• Yes saves your feedback. You see Feedback saved. Glad that helped.
• No gives you two options: Try another explanation, which asks Help AI to explain again with clearer steps, or Send conversation to support, which starts a request with the conversation attached.

Rating an answer shares that question and answer with the Spacebrain team so we can improve the guides. Don't include private customer details in questions you plan to rate.

Send a request to the team

1. Open Help & support and choose Contact. (From a Help AI chat, select Send conversation to support.)
2. Choose the request type: Support, Bug, or Idea.
3. Enter a Short summary, for example "Workflow test gets stuck at email step".
4. Describe the problem. For a bug, answer What happened?: what you were trying to do, what happened instead, and the steps to repeat it.
5. Optional: select Add screenshots.
6. Under Helpful context, keep Include current page ticked if the problem is on the page you're on. If you came from Help AI, Include this Help AI conversation attaches the chat. Select Review included conversation to check it first.
7. Select Send to Spacebrain.

Add screenshots

• You can add up to 3 screenshots, in PNG, JPEG, or WebP format, each under 2 MB.
• A small preview appears for each one, so you can check you picked the right image. Select the X next to a preview to remove it.
• Remove or blur private details, such as customer names, phone numbers, and payment details, before you add a screenshot.
• If you reload the page before sending, add the screenshots again.

If you see Choose up to 3 PNG, JPEG, or WebP screenshots, under 2 MB each., one of the files is too big or the wrong type. Take a smaller screenshot or save it as PNG or JPEG.

Follow replies in My requests

Every request you send appears in My requests. When support replies:

• The My requests tab shows the number of unread replies, for example My requests (1).
• The floating help button shows a count of unread replies.
• The request shows a New reply label until you open it.
• Replies are also emailed to you. You can answer from the panel or by replying to the email; both end up in the same conversation.

Each request has a status:

To answer, type in Add a reply and select Send reply. You can attach screenshots here too. When your problem is fixed, select Mark as resolved.

What to include

Support can help faster when your request includes:

• The workspace or sub-account name.
• The module and the page you were on.
• What you expected and what happened instead.
• Numbered steps to repeat it, using a test record if possible.
• The date, time, and your time zone.
• The exact error text, or a screenshot of it.
• The ID of the affected record, automation run, import, or migration, if shown.
• For a connected app, the provider and the name of the Page, mailbox, or account.
• Whether customers are affected right now, and what you've paused.

A good summary looks like: [Automations] Test run stops at email step — Acme Demo.

For a copy-and-fill template, use the support report example.

Never include

• Passwords, passkeys, one-time codes, or reset links.
• API keys, access tokens (including AI agent tokens), webhook addresses, or secrets.
• Full card numbers, bank details, tax IDs, or ID documents.
• Large exports of customer data, call recordings, or full inbox transcripts.

If support needs something sensitive, they'll tell you a safe way to share it.

Security, privacy, and billing problems

• Security or privacy: say clearly that you suspect unauthorized access, data exposure, or a compromised account. Stop sharing the affected content and note times and record IDs. Don't try to investigate by opening another customer's data.
• Billing: include the invoice or subscription ID, date, amount, currency, and workspace. Never send card details. For an agency sub-account, name the sub-account.

FAQ

Can I see requests my teammates sent?

My requests shows the requests you sent from your account.

Why didn't Help AI know about my workspace?

Help AI answers questions about how Spacebrain works. To ask about your own leads, deals, or data, use Orbit.

Next step

Before contacting support, check the troubleshooting guides for your symptom.