1. Contact
Email support@kiweely.com. We aim to reply within 1–2 business days (US Pacific). Security reports are acknowledged within two business days. This is a response target, not a 24/7 support SLA.
2. Helpful information
- what you expected and what happened, in plain language;
- Kiweely version/build and macOS version;
- the displayed correlation/error code and approximate time/time zone;
- whether the issue concerns website account, billing, a Mac installation, ChatGPT, Workday, build, validation, publish, download, or update;
- redacted screenshots or “Copy details for support” output.
3. Never send
Do not send passwords, OTPs, Auth0/Stripe/Workday/ChatGPT tokens, session cookies, private or signing keys, full card/bank/tax identifiers, unrestricted tenant exports, or secrets from a `.env`/config file. We will never ask you to email a sign-in code or payment credential.
4. Sensitive requests
- Billing/payment method/invoices/cancel: Account → Billing → Manage billing.
- Lost or shared Mac: use Account → Security → Sign out everywhere.
- Unknown browser/security: Account → Security and Security reporting.
- Refund: follow Refund and Cancellation and include invoice number.
- Export/delete/privacy right: use Data Rights.