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

# Get help from a person

> Contact the Alysium team for account-specific help or when documented recovery did not work, and include useful details about your request.

Contact the Alysium team when your question needs account-specific help or the documented recovery has not worked.

## Choose the contact

| Your question | Email |
| - | - |
| Product, account, access or data | [support@alysium.ai](mailto:support@alysium.ai) |
| Billing or a charge | [billing@alysium.ai](mailto:billing@alysium.ai) |

Brandy can explain documented steps, but cannot inspect private account records, make a payment decision or confirm a refund.

## Prepare the details

Include the screen or agent name, what you intended to do, the action you tried and the exact result or message.

For an account issue, write from the email address associated with that account. For a display problem, include your device and browser. For billing, identify the relevant charge and date without sending full card details.

Keep passwords, verification codes, reset links and private document contents out of the message.

If you can access the app, [Home](https://app.alysium.ai/spaces) opens your active space so you can identify the agent. [Billing](https://app.alysium.ai/spaces?settings=billing) opens that space's billing settings so you can check the affected plan or agent subscription.

## Send the request

1. Open your email application.
2. Address the message to the appropriate contact above.
3. Add a short subject identifying the task.
4. Describe your goal, the steps you tried and the result.
5. Check the message for sensitive information.
6. Send it.

For example, a useful upload question could explain that you tried to add a text document to your Workshop FAQ agent, the row shows **Failed**, and you already tried **Retry** once. Include the actual message you saw. Use your own details rather than inventing a message to fit the example.

You have completed this task when you have sent the request. The email does not itself change a setting, delete data or establish a refund. Keep the team's response and follow any account-verification or next-step instructions it provides.

## Guides to use while preparing your request

* [Sign-in and verification messages](https://docs.alysium.ai/help/sign-in-and-verification-messages.md) for account access.
* [Fix a file that failed to process](https://docs.alysium.ai/knowledge-and-library/fix-a-file-that-failed-to-process.md) for document failures.
* [Fix a failed payment](https://docs.alysium.ai/plans-and-billing/fix-a-failed-payment.md) for payment trouble.


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