Support
We're a small team and read every message. Write to us in English.
| Chat with support | In the dashboard: the ? button in the corner → Chat with support. We see your organization and plan, so you don't have to explain who you are. Replies come in the chat and by email |
| Open a ticket | The same ? button → Open a ticket: a subject, what you need and up to 5 files (screenshots, logs, configs). It opens in the support chat with a number like #123 |
| Before you sign up | Chat with us under the ? button on sunlicense.com and in these docs: we ask for your email, so we can reply if you leave |
| [email protected]: questions, account and billing help, privacy requests (put "Privacy" in the subject) | |
| Something broken | The ? button in the corner of the dashboard, our website or these docs → Report a bug. It sends the page and browser version with your description, so we can reproduce it |
| An idea | The same ? button → Suggest a feature, or see the roadmap |
| Is it down? | status.sunlicense.com shows every part of SunLicense and past incidents |
| Security issue | [email protected] with "Security" in the subject; see Security |
Chat and tickets
Everyone can chat and open tickets, on every plan, Free included. Paid plans are answered first. Chat and tickets are the same inbox for us: a ticket is a conversation you start with a form, and you can follow up on it in the chat or by replying to our email.
- Files: images, PDFs, ZIPs and text files (logs, configs,
.txt,.csv,.json), up to 750 KB each. Zip a large log first. Leave out license keys, API keys and passwords. - From SunLicense AI: when you ask SunLicense AI for a person, or it can't solve something, it hands your question to us itself and the chat opens with its summary, so you don't repeat yourself.
- Signing out of the dashboard closes the chat on that browser: the next person signing in there never sees it.
- Privacy: the chat runs on our own servers, and its script loads only when you open it. See the Privacy policy and the Data retention policy for what we keep and for how long.
When the chat isn't shown in the menu, it's switched off on this server: email us instead.
AI apps: claude.ai, ChatGPT, Claude Code and the CLI
For SunLicense in claude.ai, ChatGPT and other web AI apps or in Claude Code (plugin), tell us:
- which app (claude.ai, the Claude desktop app, Claude Code, ChatGPT…) and what you asked it;
- the tool it ran and the message it showed (SunLicense's messages say what to do, for example when today's calls are used up or the connection has expired);
- roughly when it happened, with your time zone.
Never send us a full license key, API key or access token: the masked form (AX8P-XXXX-XXXX-XXXX) and the license's page address are enough. To cut off an app straight away, use Settings → Access tokens → Connected AI apps → Disconnect in the dashboard.
Before you write
The answer may already be in the docs: Getting started, Concepts, Plans and billing, the API reference and the CLI.