Support Eligibility
Paid Customer Access
Support is available to paying customers who have purchased credits at least once:
You Qualify If:
- • Purchased credits at least once
- • Account shows payment history
- • Active paying user
- • Access activates immediately upon first purchase
Why Paid Only:
- • Ensures sustainable operations
- • Enables dedicated support team
- • Maintains quality responses
- • Prioritizes active platform users
To unlock support: Purchase any credit package (even small amounts qualify). Support access activates immediately and remains active as long as you're a customer.
What Support Can Help With
🔧 Technical Issues
MultiTask Projects:
- • Projects not starting/completing
- • GitHub integration issues
- • Workflow errors
Agent Conversations:
- • Not responding
- • RAG mode not working
- • Output quality concerns
Agent Management:
- • Can't create/edit agents
- • Memories not saving
- • Permission issues
Platform Access:
- • Login problems
- • Account locked
- • Performance issues
💳 Account & Billing
Credit Purchases:
- • Payment not processing
- • Credits not appearing
- • Refund requests
Withdrawals:
- • Withdrawal not processing
- • Payment method issues
- • Missing payments
Referrals:
- • Credits not credited
- • Tracking discrepancies
- • Conversion questions
Account Settings:
- • Can't update payment methods
- • Email change issues
- • Account details problems
❓ Feature Questions
- • How to use specific features
- • Best practices for workflows
- • "Can CEO.ai do X?" capability questions
- • Configuration help and optimization tips
- • Feature availability and limitations
🐛 Bug Reports
Report software bugs, unexpected errors, or features not functioning as documented.
What to Include:
- • Detailed issue description
- • Steps to reproduce
- • Expected vs. actual behavior
- • Screenshots or recordings
- • Browser/device information
- • Error messages
How to Access Support
Accessing support is simple through the CEO.ai platform interface:
Locate the Support Dropdown
Look at the top-right corner of the CEO.ai application for your profile menu (avatar, three dots, or hamburger icon). Click to open the dropdown menu.
Dropdown typically contains:
- • Profile / Account Settings
- • Dashboard
- • Billing
- • Support ← Select this
- • Feature Requests
- • Logout
Click "Support"
This opens the support interface showing the request form (top) and your ticket list (bottom).
Submitting a Support Request
Fill Out the Support Form
Provide detailed information for faster resolution:
Example Support Request Form
Routes request to the right team member
✅ Good: Clear, specific summary of your issue
Writing an Effective Support Request
A detailed request gets faster, better help. Include these essential elements:
Essential Elements Checklist:
1. What you were trying to do
"I was attempting to start a MultiTask project to build a React dashboard"
2. What you expected to happen
"After clicking 'Send Prompt', architect selection should begin"
3. What actually happened
"Shows 'Initializing' for 5+ minutes with no progress"
4. Steps to reproduce
Numbered list of exact actions that cause the issue
5. When it started
"Started today at 2:00 PM. Worked fine yesterday."
6. What you've tried
Refreshed, different browser, logged out/in, etc.
7. Environment info
Browser, OS, account email, relevant IDs
8. Screenshots or errors
Visual proof showing the issue and any error messages
Support Response Times
First Response
Standard: Within 24 hours
Business hours: 4-8 hours
Urgent: Prioritized faster
Follow-Ups
Ongoing: Within 24 hours
Complex: May take longer
Communicated: Upfront timelines
Priority Levels
🔴 High: Platform down
🟡 Medium: Feature broken
🟢 Low: Questions
Tips for Effective Support Requests
Do's
- ✅ Be detailed from the start
- ✅ Use clear, descriptive subjects
- ✅ Provide screenshots/recordings
- ✅ List what you've tried
- ✅ Include environment details
- ✅ Stay responsive to replies
- ✅ Be polite and professional
Don'ts
- ❌ Create duplicate tickets
- ❌ Be vague ("It's broken")
- ❌ Assume support knows your history
- ❌ Escalate immediately
- ❌ Spam or get aggressive
- ❌ Send multiple messages rapidly
We're Here to Help
As a paying customer, you've invested in CEO.ai and we're invested in your success. When you encounter issues, need guidance, or have questions, don't struggle alone.
Open Support Panel NowClick dropdown in top-right → Select "Support"