Support
Send an authenticated support request with the context needed to investigate product, integration, billing, and access issues.
Signed-in users can create a support ticket from the active account. Public visitors can use the Eigenn contact page.
Open In-App Support
- Open Settings.
- Select Account.
- Select Support in the account navigation.
The in-app form submits a ticket that uses your authenticated email address. It includes these fields:
| Field | Description |
|---|---|
| Subject | Necessary; a short summary |
| Area | Necessary; choose the closest listed support area |
| Severity | Necessary; Low, Normal, High, or Urgent |
| Related URL | Optional; must be a valid URL |
| Message | Necessary; at least 10 characters |
| Attachments | Optional; add relevant screenshots or files |
Select Use current beside Related URL to insert the page that you see now.
Use Attach files to include relevant screenshots or other related files. Put identifiers and exact error text in the message. Never attach or enter passwords, MFA codes, API secrets, bank credentials, or complete payment-card details.
Choose a Product Area
The current form offers:
- Billing & plans
- Invoicing
- Payments
- Integrations
- Something looks broken
- Feature request
- General
Choose General when the issue is about account access, settings, usage, or a product area that is not listed.
Choose Severity by Impact
Severity is context that helps route the ticket. It is not a response-time guarantee.
| Severity | Use it for |
|---|---|
| Urgent | A production workflow cannot continue, access appears compromised, or more work can create material harm |
| High | A core workflow fails for many records or users, and there is no reasonable workaround |
| Normal | A product issue has a workaround or affects a limited workflow |
| Low | A question, a minor defect, or a request that blocks nothing |
Describe the real impact. Your selection of Urgent does not create a documented support SLA in the product.
Include Reproducible Context
For every request, include:
- workspace name
- affected page URL
- what you tried
- what you expected
- what happened instead
- exact error text
- time of the event and your timezone
- whether the issue is repeatable
Add record-specific context when applicable:
| Area | Useful context |
|---|---|
| Bank or integration | Provider, institution, connection status, last successful sync |
| Invoice | Invoice number, customer, current status, intended action |
| Transaction import | Destination account, source date range, file size, mapped columns |
| Billing | Current plan, checkout or portal action, whether a charge succeeded |
| Authentication | Sign-in method, workspace domain, redirect or error text; never send a one-time code |
| API or webhook | Request ID, timestamp, endpoint, status code, event type; redact credentials |
Public Contact
If you cannot sign in, use the public Contact page or email the public contact address shown there. The current contact page lists [email protected] for general, sales, and existing-customer inquiries.
The product does not show a separate password-reset page. The hosted identity flow handles authentication recovery. If that flow cannot restore access, use the public contact path. Include the sign-in email and the organization domain, but do not share any secret.
Security-Sensitive Reports
For suspicious access, leaked credentials, or a possible vulnerability:
- Stop all use of the leaked credential.
- Revoke or rotate the credential at the relevant provider when this is possible.
- Preserve timestamps and non-secret evidence.
- Use in-app Support if you still have safe access.
- If you do not have safe access, use the public Contact page.
Do not delete audit evidence. Do not continue tests against data that you do not own.
After Submission
A successful form submission shows Support ticket sent and clears the form. Save any local notes before you submit. The app does not display a ticket-history page in Account settings.
If the form shows an error, keep the page open. Copy the message to a safe local note. Then try one more time. Use the public contact path if authenticated submission remains unavailable.