Support is one address and a person on the end of it. There is no ticket portal to sign up for and no bot to get past.
What to tell us
Anything you can give us shortens the round trip. Most useful, in order:
- The GitHub organisation the problem is on.
- The address of the screen you were on when it happened.
- What you expected to see, and what you saw instead.
- Roughly when it happened, so we can find it in the logs.
Please do not send us a password or a GitHub token. We will never ask for either, and there is nothing we could do with one that we cannot do without it.
Things you can fix yourself
- The team view is empty
- The GitHub App reads activity as it happens rather than backfilling history, so a freshly installed organisation fills up over the following days.
- Somebody is missing
- Only people with pull request or issue activity in the last month appear. Activity older than that has aged out by design.
- The App is installed but nothing arrives
- Check on GitHub that the installation covers the repositories you expected — an installation scoped to selected repositories only reads those.
- You want your data gone
- The admin screen erases a team or an entire account without asking us.
Reporting something security-related
If you have found a vulnerability, write to the same address with “security” in the subject and we will treat it ahead of everything else. Please give us a chance to fix it before you publish it, and we will credit you when we do.
How long we take
Covalentteam is made by a small team, so support is answered by people who also write the product rather than by a shift. We read everything that arrives and answer in the order it arrives, soonest for anything that has stopped you working.