Help & Support
Can not find what you need? Get in touch with us.
Help & Support gives you a direct way to contact the Aura team when you need assistance. It opens as a quick dialog right where you are - you don't leave the page you're on, and you don't need to be signed in to use it.
Before submitting a support request, check these docs first! You might find your answer faster by searching or browsing the relevant section.
Submitting a support request
Open Help & Support
Click Help & Support in the sidebar (bottom section). The dialog opens on top of the page you're currently on.
Fill in the subject
Enter a brief subject line for your request - at least 4 characters, up to 200. Keep it short and descriptive - something like "Can't upload documents" or "Billing question."
Describe your issue
In the message field, explain what you need help with - at least 15 characters, up to 5,000, with a live counter. Be as specific as possible:
- What were you trying to do?
- What happened instead?
- Any error messages you saw?
- What device and browser are you using?
The more detail you provide, the faster the team can help.
Add your email if you're not signed in
If you're signed in, your name and email are automatically attached from your account. If you're a guest, an email field appears so the team can get back to you.
Submit your request
Click Send Message. The button is always clickable, even before the form is valid - if the subject or message is too short, clicking it reveals the specific inline error rather than the button staying disabled. The dialog switches to a confirmation view once your request is submitted successfully.
What to include in your message
For the fastest response, try to include:
- A clear description of the problem or question
- Steps to reproduce the issue (if it's a bug)
- Screenshots or error messages (you can reference them in the text)
- The companion name or page where the issue occurred
Enterprise inquiries
If you follow a Contact Sales link (for example from the Enterprise tile when comparing plans), you land on /help?type=enterprise - a longer, separate form on the same Help page rather than the quick dialog above.
The page header changes to "Enterprise Inquiry," and the subject is pre-filled to "Enterprise Plan Inquiry" behind the scenes. Instead of Subject and Message, you fill in:
- Organization Name - required
- Team Size - required, free text (e.g. "50-100")
- Use Case / Additional Details - optional, for your requirements, expected volume, or specific features you need
The submit button reads Submit Inquiry and stays disabled until Organization Name and Team Size are both filled in. It goes to the same place the quick Help & Support request does - the Aura team reviews it and replies by email.
Response and other options
Response expectations
The Aura team reviews support requests and responds as quickly as possible. You'll receive a reply via email at the address you provided.
Other ways to get help
- These docs - browse or search for answers right here
- Ask AI - use the AI chat button in the docs to search for answers with source links
- Feedback form - for feature suggestions or general feedback, use the Feedback dialog instead
- In a chat with a companion - if a conversation escalates to a support ticket, see Support Tickets from a Chat for what you can review before it's sent
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