Support, the assistant and tickets

Support is for paid accounts: members with an active Basic or Pro plan, and members of an organization that has an active paid plan (free seats count). If you are on a free account you will not see the Support button, and you cannot open new tickets or use the assistant. If you already have a ticket, you can still open it from /me/support. These help guides are open to everyone.

Asking the support assistant

Open Support from the left-hand menu. The assistant is an AI helper that answers using only these help guides. It gives step-by-step instructions. Please keep these points in mind.

• The assistant cannot change anything on your account. It cannot reset a password, refund a payment, unlock two-factor or restore a file. It will only tell you how.
• Never type your password, a recovery code, a vault passphrase or any key into the chat. The assistant will never ask for them, and nobody from phreak.space will either.
• Support chats are processed by Anthropic, the company that runs the AI model. Do not put anything private in a chat that you would not want them to process.
• We keep your support chats for a limited time, 90 days unless the site settings say otherwise, and then delete them.
• There is a limit on how many messages you can send per day and on how long one message can be.

Tickets

If the guides do not solve your problem, the assistant can open a support ticket for you. It will ask you to confirm the category, and it will ask which email address to use. It suggests the one on your account. The assistant is told to wait for your confirmation before it makes a ticket. The address can be your account email or one you typed in the chat. If support chat is not available, you can send a ticket with the plain ticket form instead.

Every ticket has a number. Open Support to see your tickets, newest first. In a ticket you can read the replies and add more information. Staff can only see what you wrote in the ticket, and the chat that led to it. That copy of the chat stays with the ticket even after the chat itself is deleted. Your account email address is sent to the assistant along with your messages.

Replies

When a staff member replies, you get two things.

• A direct message from the account named support. It contains the reply and a link to the ticket. You cannot answer that direct message. Reply on the ticket page instead. Every reply arrives this way.
• An email from no-reply@phreak.space that says you have a reply and asks you to log in. To avoid flooding your inbox, a second reply within a few minutes arrives as a direct message only. The email has a link to the ticket and never contains the reply itself.

If a ticket is closed and you write on it, it is opened again. You can keep reading and replying to your tickets even if your plan ends later.