When to Escalate to Support

Self-serve articles cover most issues, but some need a human. This article tells you when to escalate, what info to bring, and what to expect.

Quick decision tree

Is your account locked / inaccessible?              → Live support, immediately
Is there a charge you didn't authorize?             → Live support, immediately
Is data missing that you didn't delete?             → Live support, soon
Is the UI broken in a way that blocks you?          → Live support, today
Are you confused about how a feature works?         → Read the help article first
Are you reporting a feature request?                → Live support (we'll log it)
Are you asking for an exception to policy
(higher caps, multi-key per provider, etc.)?        → Live support

Always escalate immediately for

Suspected fraud or unauthorized charges. Don't chargeback — talk to us first. We can refund and disable the affected account in minutes.
Account compromised. Someone else has access; we can lock it down + audit recent activity.
Data missing that you definitely didn't delete. We can check our logs.
Live support session that ended without resolution. Open a new one; reference the previous session's topic.

For these, /help/live-support is the right channel. Response times for active hours are 5-30 minutes.

Try self-serve first for

"How do I do X?" — most likely there's an article. Search /help or use the slash command /help.
"What's the price of Y?" — see Plans and Pricing.
"My X feels slow" — check Browser, Mobile, and UI Issues.
"Error message Z" — see Common Error Messages.

What info to bring to a support session

The faster we can reproduce/diagnose, the faster you get an answer. In your opening message, include:

Always	When relevant
What you were trying to do (the goal, not just the error)	Exact error message text
What you tried	Browser + version
When it started (just now? after some change?)	Chassis + chassis version (mostly auto-detectable)
	Conversation ID or session ID
	Time the error happened (UTC if possible)

Don't include:

❌ Passwords (we never need them)
❌ Full credit card numbers (we don't store these; Stripe does)
❌ Full BYOK API keys (encrypted in our DB; you can identify them by name)

What our operator can do

	Yes	No
Look up your account by email	✓
Read your conversations (with permission)	✓
Refund unspent funds	✓
Reset your password (sends email)	✓
Investigate billing discrepancies	✓
Log feature requests	✓
Read your private documents you haven't shared		✗
Decrypt your BYOK keys		✗
Make wallet changes without your permission		✗
Speak on behalf of OpenAI / Anthropic / etc.		✗
Override pricing (volume discounts, custom contracts)		✗ self-serve
Override pricing (volume discounts, custom contracts)		✓ via management

The last row is "case-by-case." If you're at a level where pricing changes matter ($1k+/month), say so explicitly and we'll route accordingly.

What to do if live support is unavailable

Live support is available to Pro users (anyone who has funded the wallet at any point). If you're free-tier or live support is down:

Check your spam folder — sometimes the operator replies via email if Discord is having issues
Use nyquest.ai/contact — slower but reliable
Try again later — live support has 24/7 coverage but operators are humans; off-hours response is typically 1-12 hours

If your issue is genuinely urgent (account compromised, etc.) and you can't reach anyone, the email path is the right escalation.

Setting expectations on response times

Severity	Active hours	Off hours
Critical (account compromised, fraud, locked out)	<30 min	<2 hours
Important (refund, billing discrepancy, broken feature)	<2 hours	<12 hours
Standard (questions, feature requests, edge cases)	<24 hours	<48 hours

We don't have a guaranteed-response SLA for free-tier accounts. Pro accounts get prioritized but we still typically respond to all questions within a day.

After the session

When the operator marks the session resolved (✅ reaction in their Discord thread, or you click End):

The session shows "Closed" in your panel with a banner
Discord thread is preserved for our records (we may archive but don't delete)
You can open a new session any time for follow-up

If you feel the resolution was wrong, just open a new session. We don't penalize re-opens.

Feature requests and bugs

We log all feature requests during support sessions. We don't promise timelines. The roadmap is loose: things that align with what most users ask for tend to ship sooner.

If you really want a feature, the practical hierarchy is:

Use it (or want to use it) → tell us in a session
Pay for it → consider it requested
Build it yourself → if you're a dev, the API surface is open. See Developer API articles (coming in Phase 4 next sessions)

Where to next

Contacting Support — operator workflow
Common Error Messages — diagnose first
/help/live-support — start a session right now