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Open Support from the workspace to create a ticket. Submitted tickets remain visible in your Support history, while the conversation continues by email.

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Support ID and ticket number

A Support ID identifies a recorded product incident, such as a Blueprint generation stage that stopped. A ticket number identifies your Support request and its email conversation. When you open Support from a recovery card, the form links the Support ID and Blueprint automatically. The Support team can use that link to locate the incident, review its safe diagnostic state and retry history, and record the resolution. You can follow the customer-facing case status in Support history; replies continue by email.

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Create a useful ticket

1

Link the Blueprint

Select the related project when the issue concerns generation, a document, revision, or payment tied to that Blueprint.
2

Describe the issue

Include what you did, what you expected, what happened, and the approximate time. Add the on-screen Support ID when one is shown.
3

Attach evidence

You may attach up to three PNG, JPG, WebP, ZIP, MP4, or WebM files, with a 15 MB combined limit. Images are limited to 5 MB each and ZIP files to 10 MB.
4

Keep the ticket number

The confirmation shows a ticket number. Keep it together with any Support ID shown by the product. Support continues with your account email.
Never attach passwords, one-time codes, API keys, private keys, full card details, or exported browser credentials.

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What to include by issue type

  • Generation: project name, visible stage, Support ID, and whether Retry was already used.
  • Login: sign-in method, page URL, time, and the safe error label—not your password or OAuth token.
  • Payment: order reference, provider (Midtrans or PayPal), amount, payment method, time, and the final provider status shown.
  • Document: document name, current version, expected correction, and whether a proposal is pending.