Support
Where to get help
| Channel | Use it for | Where |
|---|---|---|
| Support tickets | Anything about your account, workspace, billing or a problem you cannot solve yourself | Support in the app sidebar, then New Ticket (/support/tickets/new) |
| Knowledge base | Answers to common questions, kept by the support team | Support › Knowledge Base (/support/kb) |
| Community answers | How-to questions, and seeing whether someone else hit the same thing | fluidgrids.ai/answers |
| When you cannot sign in, or have a privacy or data request | [email protected] | |
| Status page | Whether the service is up, and any incident in progress | status.burdenoff.com |
| Sales | Enterprise plans and custom quotas | fluidgrids.ai/contact |
Start with these docs and Troubleshooting: most trigger, run and credential problems are covered there.
Opening a ticket
- Open Support in the sidebar and choose New Ticket.
- Fill in Subject, Category and Description, and pick a Priority:
- Low: a general question or minor issue
- Normal: a standard support request
- High: significant impact on your work
- Add screenshots or logs under Attachments, then choose Create Ticket.
You can follow the ticket and reply to it under Support › Tickets.
What to include
- The workspace name, and the workflow key and version involved.
- What you did, what you expected, and what happened instead, with the time it happened and your time zone.
- The exact error text or a screenshot.
- For a failed run, the run ID from Runs, and the failing node's error from the run log (see Runs).
- For a self-hosted runner, the output of
fluidgrids-runner versionandfluidgrids-runner doctoron that machine (see Runners).
Never put secrets in a ticket. Remove API keys, credential values, webhook secrets, runner tokens, passwords and private keys from logs and screenshots before you attach them. Support will never ask for your password.
If you cannot sign in
Use Forgot password? on the sign-in page first. If that does not work, or your account is deactivated, see Account and Sign-in and Account and Data Deletion. Otherwise email [email protected] from the address on your account.
Reporting a security issue
Email [email protected] with the details and steps to reproduce. Do not post security issues in community answers or in a regular ticket. See fluidgrids.ai/security.
Enterprise support
Enterprise plans include SLA-backed support with the response targets agreed in your contract. Use the ticket channel above unless your contract names a different one.