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 associated with your authenticated email address. It includes these fields:
| Field | Requirement |
|---|---|
| Subject | Required; short summary |
| Product | Required; choose the closest listed product area |
| Severity | Required; Low, Normal, High, or Urgent |
| Related URL | Optional; must be a valid URL |
| Message | Required; 10 to 5,000 characters |
Select Use current beside Related URL to insert the page you are viewing.
The current form does not accept attachments. Put identifiers and exact error text in the message, but never include passwords, MFA codes, API secrets, bank credentials, or complete payment-card details.
Choose a Product Area
The current form offers:
- Payment Recovery
- Email Templates
- Recovery Pages
- Flow Builder
- Analytics & Attribution
- Integrations
- Deliverability
- General
Choose General when the issue concerns account access, settings, usage, or a product area that is not listed.
Choose Severity by Impact
Severity is routing context, not a response-time guarantee.
| Severity | Use it for |
|---|---|
| Urgent | A production workflow is completely blocked, access appears compromised, or continuing could create material harm |
| High | A core workflow is failing for multiple records or users without a reasonable workaround |
| Normal | A product issue has a workaround or affects a limited workflow |
| Low | A question, minor defect, or non-blocking request |
Describe the real impact. Selecting 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 attempted
- 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 expose a separate password-reset page. Authentication recovery is handled by the hosted identity flow. If that flow cannot restore access, use the public contact path and include the sign-in email and organization domain without sharing any secret.
Security-Sensitive Reports
For suspicious access, leaked credentials, or a possible vulnerability:
- stop using the exposed credential
- revoke or rotate it from the relevant provider when possible
- preserve timestamps and non-secret evidence
- use in-app Support if you still have safe access; otherwise use the public Contact page
Do not delete audit evidence or continue testing against data you do not own.
After Submission
A successful form submission shows Support ticket sent and clears the form. Save any local notes before submitting because 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, and retry once. Use the public contact path if authenticated submission remains unavailable.