# Get help from support

> Open a request from your account or the app, choose what to attach, and follow replies. It works with or without an active subscription.

Status: Available · Level: Everyday · About 5 minutes · Canonical: https://paracrux.com/docs/get-help

## You need

- A customer account

## You'll come away with

- Open a request with the right topic
- Attach only what you choose to
- Follow and close a request

## Step by step

1. **Choose where.** On the website, open My account, Support, New request. In the app, choose Get help in the status bar at the bottom of the window. It is also in Crux Plus, and under Settings, General, Help & support.
2. **Connect the computer if it isn't activated.** An activated computer connects on its own. Otherwise, in My account choose Connect a computer, name it, and create a support connection code. Paste it into Get help within 15 minutes. The code is shown once and only works for support.
3. **Write the request.** Give a Short summary, pick a Topic and say what you need help with. Choose Send request. You get a reference starting SUP-.
   Try saying: "Activation code rejected on a new laptop after returning my seat."
4. **Choose what to attach.** From the app, the version and platform always go. Diagnostics, a kernel log excerpt, a viewport image and the current agent session are optional and unticked. The session report holds the selected design chat's conversation and tool outcomes, with secrets, local paths, emails and phone numbers replaced, and you can edit it. Review exactly what will be sent, then tick your agreement. CAD files are never attached automatically.
5. **Follow it through.** Requests move through Received, With support, Waiting for you, Resolved and Closed. Use This solved my problem, Reopen, or Ask for a person. A resolved request closes after 14 days.

## Walkthrough

Field names, topics and statuses are the app's own. The request, its reference and the reply are examples.

- **New request:** Short summary = Activation code rejected on a new laptop; Topic = Activation or seats; What do you need help with? = I returned my seat on the old laptop, then…
- Provenance: illustrative

- **Attachments (app):** App version and platform = always sent; App diagnostics = unticked; Kernel log excerpt = unticked; folders and user name replaced; Viewport image = unticked; may show private geometry; Current agent session = unticked; conversation and tool outcomes, editable
- **Gate:** Review exactly what will be sent. I have reviewed the attachments above and agree to send them.
- Provenance: real-code

- **Session report preview:** Secrets = [removed]; Local and network paths = [local path], [network path]; Email addresses = [email]; Tool outcomes = solidworks_create_box · failed
- *Recorded in the 0.1.9 qualification run with a synthetic chat. You can edit the report before sending.*
- Provenance: recorded

- **Agent:** Sent. Your reference is SUP-1042.
- *The reference number is an example.*
- Provenance: illustrative

- **SUP-1042:** Status = Waiting for you; From = ParaCrux support
- *A reply from support moves the request to Waiting for you; your reply moves it back to With support.*
- Provenance: illustrative

## What it won't do

- There is no guaranteed response time.
- On the website, add attachments after sending: PNG, JPEG, PDF, TXT, LOG, CSV, MD or JSON, up to 5 MB each. CAD documents are not accepted.
- Emails about a request carry only its reference and a link, never the message text.
- The app does not notify you of replies; choose Refresh or open the conversation.
- Passwords, activation codes and card numbers are removed from what you write before it is saved.
- Session and kernel excerpts together are capped at 20,000 characters, and a session report needs a design chat selected.
- If Support does not appear in your account or app yet, email support@paracrux.com.

## Covers

- Support tickets (Available): Open a ticket from your account or from the app, attach screenshots, logs or a report of the current Agent session, and follow replies. Where: My account → Support; in the app, status bar → Get help, Crux Plus → Get help, or Settings → General → Help & support