Field note
How can I get support?
Write to the support address in the page footer. Because no copy of your project exists outside your browser, recovery is self-service, and a downloaded checkpoint is what makes it possible.
What support can and cannot reach
Nobody can open your project, because no copy of it exists anywhere except in this browser on this device. That is a direct consequence of the local-first design and it cuts both ways: nothing leaks, and nothing can be restored for you. Support can explain behaviour, take a defect report and fix the product; it cannot recover work from a cleared profile, a private window or a lost machine.
What to include in a request
Name the browser and version, the station you were on, what you did, and what happened instead. Reproduce the problem against the fictional sample project rather than a dataset you care about, and say which counts you can see, such as the number of fields or editions. Attach a sample-based checkpoint if one is involved, never a checkpoint built from real data.
Protect source data
Do not send source rows, real field values, or a checkpoint made from a dataset you are not free to share. The studio never needs them, and a support message is a copy you cannot recall. If a problem appears only with a real file, describe its shape, such as column count, encoding and delimiter, rather than its contents.
Worked example from the sample project
Write to the support address in the footer of any page. Even so, no operator can open your project, because no copy of it exists anywhere except in your browser, which is a direct consequence of the local-first design and cuts both ways.
So learn the self-service path before you need it. If the studio opens, download a checkpoint first, before trying anything else. If an import is refused, the message names the row or the reason; a refused import leaves your project exactly as it was. If the studio will not open at all, try a second browser profile, because a damaged profile is far more common than a damaged product.
What this does not do
- No operator can retrieve a project that exists only in a user's browser.
- No response time, escalation path or service level is promised.
- Support cannot recover data from a cleared profile, private browsing or a lost device.
Do this in the studio
The best support ticket is the checkpoint you exported before the problem.
- Open the Editions station and download a checkpoint as your first move in any trouble.
- Reproduce the problem against the sample project rather than a real dataset.
- Note the browser, the station and the counts you can see.
Open the studio at the Editions station