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Send it to [email protected]. That is the address the product itself points at from the plans screen, the payment pages, the connect flow and the privacy policy, and it is the one that reaches a person. Before you write, Troubleshooting covers the failures with a known answer — a full usage window, a machine that will not start, a push the harness refuses, a chat that says it is running and is not. If your message matches one of those, the page saves you the wait.

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What to put in it

A report that carries these is one somebody can act on without a round trip:
1

The exact message

Copy it, do not paraphrase it. machine_sandbox_lost and “something went wrong” are different problems with different fixes, and the code is what tells them apart.
2

Where it happened

The chat URL, or the run id, or the machine id — whichever you have. A chat URL is enough to find the rest.
3

When, in UTC

A timestamp to the minute. Logs are searched by time, and “yesterday afternoon” is a wide net.
4

The trace id, for an API failure

Send X-Request-Id with the request and the same string comes back as trace_id in the problem body. It is the one value that makes your logs and ours name the same request.
5

Which version was running

For anything about the agent’s behavior, the harness and the ref or commit the machine was on. GET /api/v1/machines carries harness_id and harness_ref; GET /api/v1/harnesses/{id}/versions lists what has been published.
Do not paste credentials. A transcript can contain the value of an environment secret, a token that appeared in a tool call, or the contents of a file the agent read. Read what you are pasting before you send it. Redacting a value does not make it stop working — if one has leaked, revoke it: API keys for a key you minted, Connections for a connected server.

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Reporting a bad answer, from inside the chat

Every assistant message has thumbs up and thumbs down. The thumbs-down opens a short form with a category — Did not fully follow my request, Not factually correct, Incomplete response, Overactive refusal, Should have triggered thinking, Should have searched the web, UI bug, Report content, Other — and a free-text box. It is attached to the message it is about, which is the one report that never needs a link. Use it for quality; use email for anything that is broken, urgent or about money.

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Mistakes in these pages

This documentation is a public repository and its issues are open: github.com/SPLOX-HQ/docs/issues A page that says something the product does not do is worth an issue with the URL and the sentence.

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Billing and accounts

Same address, [email protected]. Two things that are self-service and do not need a ticket:
  • The subscription itself — plan changes, payment method, invoices, and cancellation are in the Stripe portal, reachable from Usage & billing. See Billing.
  • A full window — nothing to raise. It frees up at the time the refusal quotes. When a limit is reached says what does and does not lift one.
For volume, procurement or an agreement your organization needs, write to [email protected], which is where the app’s own enterprise link points.

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Data requests

Access, rectification, erasure, portability, restriction and objection go to [email protected]; the privacy policy undertakes to answer within 30 days. Deleting the account yourself does the erasure immediately — Data and privacy says exactly what it removes.
There is no status page and no chat, forum or Discord. Email and the docs repository are the whole list; anything else claiming to be Splox support is not.

Troubleshooting

The failures with a known answer, and their exact messages.

FAQ

The twenty questions this documentation gets asked.