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Get help: how to open a good ticket

When a guide does not solve your problem, open a support ticket from the client area. This page shows where to send it, what to write so we can help at once, how to copy your agent's logs, and what never to paste.
Time needed 5 to 10 minutes
You need Your client area login
Result A ticket with everything support needs, and no passwords or keys in it

Do not use Reinstall while you wait

Reinstall deletes everything (conversations, memory, workflows, connected channels) and cannot be undone. Restart and Update keep your data. (Restart, Update or Reinstall)

1. Try the quick fixes first

Many problems are solved in a few minutes:

Write down what you tried: it goes in the ticket.

2. Open a ticket and choose the department

  1. Sign in to the client area.
  2. Click Open Ticket in the client area menu.

Invoices, payments, plan changes and cancellations: click Billing Support ("If you have any question billing related. Mon-Fri, 09:00 GMT to 18:00 GMT"). In the form, choose your agent under Related Service: it tells us exactly which agent you mean. (Change your plan)

Examples from our guides:

You want to… Write in the message Guide
Move to another plan The plan you want, for example Plus Change your plan
Report a payment that still shows UNPAID The invoice number and how you paid Invoices
Fix the details on an invoice already issued The invoice and what to change Invoices
Check a cancellation, or undo one sent by mistake That you want to check or undo it Cancel an agent

A technical problem with your agent: click Open Ticket in the same way and include the details from step 3 (AI Agents FAQ).

3. Say what happened

Include (My agent stopped answering, The dashboard does not open):

  • Which agent (Hermes, n8n or OpenClaw) and its address. The address is in the Overview tab of your agent in the client area (Your agent in the client area).
  • What you did, and what you expected.
  • What you see: the exact message, or a screenshot without passwords or keys.
  • What you already tried (step 1).
  • The last log lines (step 4).
  • The time it happened.

For n8n, also give the name of the workflow and the time of the run (n8n troubleshooting).

4. Copy the logs

Logs are the agent's diary. They usually say why something failed.

  1. In the client area, open your agent and click the Manage agent tab.
  2. Scroll to Recent logs at the bottom and click refresh to load new lines.
  3. Copy the last lines and paste them in the ticket.

(My agent stopped answering)

The dashboard LOGS page shows much more detail:

  1. Click Open dashboard, then LOGS.
  2. Choose ERRORS (or AGENT) and 200 lines.
  3. Select the lines from the time of the problem, copy them (Ctrl+C) and paste them in the ticket.

(Read Hermes' logs)

  1. Open Overview → Executions and click the failed run (it shows Error). It opens in a new browser tab.
  2. In Logs, click the failed step and copy the text of Error details (the copy icon on its right).
  3. Paste it in the ticket, with the name of the workflow and the time of the run.

(See what a workflow did and fix errors, n8n troubleshooting)

Use Recent logs in the Manage agent tab (see Any agent). The newest lines are at the bottom.

If the terminal works, openclaw logs --limit 40 --plain in the client area Terminal tab shows the last 40 lines of the agent's own log file.

(When OpenClaw misbehaves: logs and restart)

Check before you paste

Logs can contain parts of your messages and phone numbers or user IDs. Remove anything private before you share them. (Read Hermes' logs)

5. What never to put in a ticket

6. Send it and follow it

Click Submit. You can follow your request under Support → Tickets in the client area (Change your plan).

Keep the answer to your security question at hand: it is used to confirm who you are if you contact support (Order an AI agent).

Check that it worked

  • Your ticket is listed under Support → Tickets.
  • It names the agent and its address, says what happened and when, and has the log lines, with no passwords, keys or tokens in it.

Common problems

I want to restore a Hermes backup

Open a ticket and we will help you (Back up your Hermes agent). Do not attach the backup file: it contains your keys.

I pasted a key or token in a ticket or chat by mistake

Treat it as leaked. Create a new key at your AI provider, paste it in your agent and delete the old one (Change or replace your AI key). For bot tokens: Revoke current token in @BotFather, or Reset Token in the Discord Developer Portal (Keep your agent safe).

The error message is too technical for me

Paste it in the ticket as it is. For n8n, copy Error details from the failed step (See what a workflow did and fix errors).

Recent logs says (no logs) and the status cannot be read

The server is too busy to answer, usually because its memory is full. Click Restart once and wait (When OpenClaw misbehaves). If it keeps happening, say so in the ticket.

Next steps