# Contact support

> Send enough safe evidence for Spacebrain support to locate and reproduce a problem quickly.

Canonical: https://help.spacebrain.ai/troubleshooting/contact-support/

Email [support@spacebrain.ai](mailto:support@spacebrain.ai) from the account email when possible.

## Include

* Workspace or sub-account name.
* Module and exact page URL.
* What you expected and what occurred.
* Numbered reproduction steps using a test record where possible.
* Approximate time, date, and timezone.
* Affected Spacebrain object identifier.
* Provider and non-secret provider item identifier if relevant.
* Exact status or error text.
* A redacted screenshot or short recording when it clarifies the issue.
* Whether customer impact is ongoing and what you paused.

## Do not include

* Passwords, passkeys, one-time codes, cookies, sessions, or reset links.
* OAuth authorization codes, API keys, tokens, private keys, or webhook secrets.
* Full payment-card, bank, tax, identity, or health information.
* Large unredacted customer exports, recordings, or inbox transcripts.
* Provider administrator credentials.

Support will request a secure next step if additional sensitive evidence is necessary.

## Useful subject format

`[Module] Short symptom — workspace name`

Example: `[Workflows] Test execution stops at email node — Acme Demo`

## Security or privacy issue

State clearly that the report concerns suspected unauthorized access, data exposure, account compromise, or a privacy request. Stop public sharing and preserve times, URLs, object identifiers, and non-sensitive audit evidence. Do not investigate by accessing another customer’s data.

## Billing issue

Include invoice or subscription identifier, date, currency, and workspace. Do not send payment credentials. Agency rebilling issues should also state the sub-account and billing mode without exposing the customer’s financial details.