> ## Documentation Index
> Fetch the complete documentation index at: https://docs.splox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Where to send a problem, what to put in it, and which channels exist

Send it to **[support@splox.io](mailto:support@splox.io)**. 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](/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.

## What to put in it

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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.

    ```bash theme={null}
    curl -s "$SPLOX_BASE_URL/v1/machines"    -H "Authorization: Bearer $SPLOX_API_KEY"
    curl -s "$SPLOX_BASE_URL/v1/runs/active" -H "Authorization: Bearer $SPLOX_API_KEY"
    ```
  </Step>

  <Step title="When, in UTC">
    A timestamp to the minute. Logs are searched by time, and "yesterday afternoon"
    is a wide net.
  </Step>

  <Step title="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.

    ```bash theme={null}
    curl -s "$SPLOX_BASE_URL/v2/runs/run_01JAZ6Y5M3Q8F7N2R4T6V9W0XC" \
      -H "Authorization: Bearer $SPLOX_API_KEY" \
      -H "X-Request-Id: bug-2026-09-02-a"
    ```

    ```json theme={null}
    {"status": 404, "code": "not_found", "trace_id": "bug-2026-09-02-a"}
    ```
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  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](/account/api-keys) for a key you minted, [Connections](/tools/connections)
  for a connected server.
</Warning>

## 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.

## Mistakes in these pages

This documentation is a public repository and its issues are open:

**[github.com/SPLOX-HQ/docs/issues](https://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.

## Billing and accounts

Same address, `support@splox.io`. 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](/account/billing).
* **A full window** — nothing to raise. It frees up at the time the refusal
  quotes. [When a limit is reached](/account/limits) says what does and does not
  lift one.

For volume, procurement or an agreement your organization needs, write to
**[hello@splox.io](mailto:hello@splox.io)**, which is where the app's own enterprise link points.

## Data requests

Access, rectification, erasure, portability, restriction and objection go to
`support@splox.io`; the [privacy policy](https://splox.io/privacy) undertakes to
answer within 30 days. Deleting the account yourself does the erasure
immediately — [Data and privacy](/data-and-privacy) says exactly what it removes.

<Note>
  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.
</Note>

<CardGroup cols={2}>
  <Card title="Troubleshooting" icon="wrench" href="/troubleshooting">
    The failures with a known answer, and their exact messages.
  </Card>

  <Card title="FAQ" icon="circle-question" href="/faq">
    The twenty questions this documentation gets asked.
  </Card>
</CardGroup>