Support

The fastest way to get useful help is to choose the right channel and include enough context to reproduce the problem without sharing secrets or private evidence.

Choose the right support channel

Request	Where to send it
Hosted account, workspace, report, or MCP connection	Email h@emaitchess.com
Reproducible software bug with no private data	Open a GitHub bug report
Feature request or product suggestion	Open a GitHub feature request
Security vulnerability	Follow the private process on the security page
Privacy or data-protection request	Email h@emaitchess.com and read the Privacy policy

Do not put account data, workspace content, private AI answers, access tokens, or security details in a public GitHub issue.

What to include

For a hosted-service problem, include:

• The business email address on the account.
• The affected workspace name.
• The page URL and the feature you were using.
• The date, time, and time zone when the issue occurred.
• What you expected to happen and what happened instead.
• Reproduction steps, if the problem repeats.
• The AI surface, prompt title, or run identifier when it is relevant.
• Your browser and operating system for a display or interaction problem.

A screenshot can help, but crop or redact brand evidence, email addresses, workspace identifiers, and any information that is not needed to understand the problem.

Use a descriptive subject such as “Workspace report remains pending” or “MCP authorization returns an error.” One issue per message is easier to investigate than several unrelated problems in the same thread.

Never send secrets

refd support does not need your:

• Password.
• Session cookie.
• OAuth access or refresh token.
• Cloudflare API token.
• Collection token or webhook secret.
• JWT secret.
• Raw provider record containing information unrelated to the report.

If a secret has already been shared or exposed, revoke or rotate it through the system that issued it and say that rotation has happened. Do not copy the secret into a follow-up message.

Checks before reporting a monitoring problem

Monitoring is asynchronous. A run can remain in progress while provider snapshots, webhook notifications, queue processing, and sentiment classification complete.

Before reporting a missing or unexpected result:

1. Confirm that the intended workspace is selected.
2. Confirm that the buyer question is active and the relevant AI surface is enabled for that workspace.
3. Check the report’s date range and surface filters.
4. Open the answer evidence. A missing Google AI Overview is a valid observation when Google did not show one, and a citation is independent from a text mention.
5. Reload once after the run has completed. If the result still looks wrong, include the prompt, surface, sample, and visible run time in the report.

The methodology defines the metrics and explains why repeated AI answers can differ.

MCP connection help

The production MCP endpoint is https://api.refd.ai/mcp. It uses OAuth and grants read-only access to one workspace at a time.

If a client cannot connect:

1. Confirm that the client supports remote Streamable HTTP MCP servers and OAuth.
2. Remove the incomplete connection from the client and retry authorization.
3. Choose the intended workspace during the hosted authorization screen.
4. If access worked previously, check Settings for a revoked connection and authorize a new one.

Include the client name and version, the stage that failed, and the exact error text. Do not send the issued token. The agent access page lists the endpoint, discovery metadata, tools, and client setup.

Self-hosted support

Self-hosted refd is community-supported through the public repository. Start with the README and contribution guide, then search existing issues before opening a new one.

Self-hosted operators are responsible for their Cloudflare resources, custom domains, secrets, provider accounts, migrations, capacity, updates, access policies, and backups. Hosted support cannot inspect an independent deployment or operate those resources on the operator’s behalf.

When reporting a self-hosted bug, include the refd commit, relevant non-secret configuration, deployment topology, sanitized logs, expected behavior, and a minimal reproduction. Confirm that the problem still occurs on a current revision before reporting it.

Response and availability

Hosted support is currently provided directly by the operator on a best-effort basis. There is no standard support response-time commitment or uptime service-level agreement unless a separate written agreement expressly provides one.

Security reports use the acknowledgement target stated on the security page. Legal and data-protection requests are handled within the time required by applicable law.

For other requests, sending complete and safely redacted context is the best way to make the first reply useful.