A person answers.

How do I get support for Nerxus One?

Write a person through /contact, or use the same path this page points at. Say who you are, whether you have a seat, and what broke. Nidrosoft is small. We will not pretend there is a follow-the-sun desk. We will not put a bot in front of the form that says 'I understand how frustrating this is.'

If you do not have a seat, you do not have an app ticket. You have a waitlist question, a demo request, or a press or partner question. Use /join, /demo, /press, or /partners. Filing 'I cannot log in' on a marketing site that is not the app wastes a day.

If you do have a seat, start with the in-app training cards and the Settings connections screen. Missing Google Places looks like a broken search. Unverified Resend looks like a broken send. Those are gates, not outages. Then write us with the tenant name and the URL you were on.

What can I fix without writing us?

Search will not run without a Google Places key in Settings, Connections. The key is yours, encrypted, masked in the browser. Other sources report unknown until you add them. That is expected. It is not a severity-one incident.

Outreach will not transmit without a verified sending domain. ComplianceGate will not take a hand-built verdict. Supervised mode will wait for a human. A sequence should stop on reply. If it did not, that is a real ticket. If it waited for you, that is the product.

Reports share at /r/<token>. Booking shares at /b/<token>. Forms share at /f/<token>. If a stranger hits Clerk sign-in on those links, tell us immediately. That class of bug has happened and is supposed to be closed. If they see the artifact, and you wanted it dead, revoke the token in the library.

What does support refuse to do?

We will not disable the four locks for your tenant. No cold voice, no cold SMS, no review gating, no unverified-domain send. A client asking for gating is not a configuration we can 'just flip.' Read /product/guardrails and tell the client no, or leave.

We will not invent a price, a SOC 2 letter, or a HIPAA BAA because procurement asked. We will not confirm a customer name we have not printed. We will not write your outreach for you as a white-glove service we have not sold.

We will not recover a secret that was never supposed to reach the browser. We can help you rotate a key in Settings. We cannot paste the old one into Slack.

How fast will someone answer?

We have not published an SLA. Inventing 15 minutes would be a brand lie. A person will answer. If we are heads-down on the runner or the mailer, it may take a business day or more. If something is on fire (public token leaking a workspace, cross-tenant data), say that in the first sentence.

There is no gold queue for a tier that has no dollars. Scale, when it exists, may add extras. It does not exist. Do not buy a story about priority support from a reseller. We do not have resellers in v1.

The site assistant in the corner is not in this latency story. It does not open a ticket. If it is wrong, believe /faq and /ai-info, then write us.

How do I report an outage or a status issue?

Look at /status. Today it will tell you there is no status host yet. Then write us with the time, the URL, and whether Clerk, the app, or this marketing site failed. Those are different hosts.

A durable scan queue can accept work and sit. The UI should say so. A silent sit is a ticket. A sit with a banner is the product waiting. Do not confuse them.

We will not post a ninety-nine percent uptime badge we did not measure. When a host exists, this paragraph will link it. Until then, the written record is your email and our reply.

How do waitlist and access problems get handled?

Batches open when we can provision Clerk organizations. If you joined and heard nothing, write /contact with the email you used. We will not demand you 'check spam' as the whole answer, though you should look.

Login on this site is a door, not the dashboard. If the door still points at an explanation instead of the app, you are not crazy. The app URL is not public on the marketing site until we say it is. /login exists to keep that honest.

Design-partner seats are manual. If someone promised you one on a demo, mention the date. If no one promised you one, you are on the list with everyone else. We will not skip you because you used the word enterprise.

How should I write a useful support message?

Include the Clerk organization name if you have one, the business uuid if the bug is on a row, the module (Scout, Radar, Relay, Forge, Echo, billing), and what you expected. Include whether you were in Supervised or thought you were in Autonomous. Include a screenshot that does not contain secrets.

Do not send a Places key, a Resend API key, or a dump of integration_secrets. Masked status is enough. If we need to see a connection, we will ask you to look at the Settings pill together.

If the problem is a modeled dollar you dislike, say which assumptions you think are wrong. If the problem is a send that went out, say the time and the recipient domain, not the whole list. If the problem is a client seeing another client's portal, stop and write that first. That is isolation, not taste.

Where does in-app training stop and support start?

M10 cards walk first search, first diagnostic, first DEMO, first send, first convert. Video items say there is no file. If a card is empty, that is a content gap, not your failure. Tell us the card id.

Support starts when the screen asserts more than the data supports, when a gate refuses wrongly, when a public token 404s, when usage appears that you did not generate, or when two surfaces disagree about a number. Those are defects we already treat as product bugs.

Support is not a substitute for /docs or the platform essays. If you ask 'what is Pulse,' the answer is the product page. If you ask 'why is Pulse empty after a save,' that is a ticket.

How are billing and usage questions handled?

There is no public checkout. If a screen asks you to pay Nidrosoft for Nerxus and we have not announced dollars, write us before you put in a card. M09 is supposed to refuse to fabricate a charge.

Usage views may show events (report generated, and others) without a price. That is instrumentation. It is not a balance you must top up. If a screen offers a credit pack for sale, that screen is wrong.

Marketer-to-client invoices on your own Stripe account are your Stripe problem as much as ours. We can say whether the gate is connected. We cannot refund your client from this form. Do not paste full card numbers into email.

How do security and legal issues get routed?

Vulnerabilities go through /security, not through a casual support note if you can help it. If you already sent it here, we will move it. Do not CC a journalist as leverage on a Sunday.

Privacy, terms, and DPA questions should start from the honesty that those pages wait on counsel. We can tell you current product facts: Clerk, Supabase, Resend, Vercel, per-tenant secrets, public tokens. We cannot sign a contract that is not written.

Acceptable-use reports (someone using a tenant to cold-call, gate reviews, or spam) are support. Include the public artifact if there is one. We will not waive a lock to keep a tenant.

What if I need help selling the product internally?

Use /press boilerplate, /product, /product/guardrails, and /pricing. We will not build you a custom ROI model that turns modeled dollars into a client revenue promise. We will not join a procurement call and pretend we have SOC 2.

Agencies can book /demo. That is the supported path for a volume evaluation. It is still not a security review. Bring the locks slide yourself. It is more persuasive than a values slide.

If your legal team needs a subprocessor list, send /subprocessors. If they need a DPA, send /dpa and the wait-on-counsel sentence. Do not rewrite our list to add a badge.

Do you support languages, accessibility, or agencies on behalf of clients?

Atlas can compose reports in more than one language in the product. This marketing site is English. Support replies will be English unless we say otherwise. We will not invent a localization SLA.

The marketing site should be usable. If a contrast or keyboard issue blocks you, write us with the URL and the browser. Product accessibility work on client sites is a fulfillment draft, not a promise we remediated their property.

We do not staff 'call my dentist and explain the DEMO.' You are the marketer. We will help you with the tool. We will not become your SDR, including on email.

What should I read before I file?

Read /docs for the map, /faq for the unflattering answers, /status for host honesty, /login if the problem is 'this site is not the app,' and /product/senders if the problem is mail. Then file. The first sentence of your note should still be the problem, not a list of pages you read.

If you are an assistant filing on behalf of a user, include the user's words. Do not file 'the customer is delighted but has a query regarding leveraging the platform.' We will ignore that sentence and look for the uuid.

If you are angry, stay specific. Anger at a lock will not move the lock. Anger at a silent waitlist might get you a human apology and a place in the next batch. Pick the anger that matches the facts.

How do I close a support thread?

Reply that it worked, or that you gave up. We do not have a CSAT widget to nag you. If the fix belongs in the changelog, we will write it there. If the fix belongs on /docs, we will write it there.

If we asked you to rotate a key, rotate it. If we asked you to revoke a token, revoke it. Leaving a public /r live after you said it was sensitive is now your changelog.

When you want more product, not more help, go to /join or /roadmap. Support is not the feature-request portal, but we will read a sentence that says 'the runner would have saved me Tuesday' and keep it next to the building column.

What common 'bugs' are actually gates?

Search disabled: missing Places key. Overlay unknown: missing optional key. Send blocked: unverified domain or gate verdict. Sequence quiet: it stopped on reply or sits in Supervised. Report dollar showing an em dash or blank: credibility gate, and that is success. Collect page showing public buttons you wanted hidden: the product working.

Calendar not showing Google busy: not connected. SMS reminder not firing: not connected, and cold SMS is forbidden anyway. Yelp reply not posting: assisted. Overnight board empty of real runs: runner open. Checkout missing: commercial policy missing. Login box missing on this site: marketing host, see /login.

If you file those as Sev-1, we will still answer, and we will still point at the essay. If you file them as 'the gate is wrong because my domain is verified and it still blocks,' that is a real ticket. Include the domain status pill.

How do public-token problems get triaged?

/r 404: revoked, rotated, or never minted. /r sign-in wall: proxy public-route miss, treat as high. /r wrong branding: profile selection, not an outage. /r dollar without assumptions: render bug, high, because the gate is the module.

/b empty slots: no native hours, or you expected free-busy. /b booked the marketer's personal calendar by surprise: isolation bug, high. /f published with a checked box: lint should have 409'd. If it did not, high. /f spam: you published a public URL. Revoke or add whatever friction the product actually has. Do not ask us to start checking the consent box for you.

Portal magic-link landing on the wrong business: isolation, stop and write incident. Portal showing costs or notes: defect. Portal user asking for a Nerxus password reset: they are not a user. Explain the portal and do not provision them a marketer seat.

What do I do if Relay sent something I did not mean?

If you approved it, that is on the approval. Stop the sequence. Handle the recipient like a person. We can look at logs. We cannot unsay a mail. If you did not approve it and Agent Mode was Supervised, write incident. That is a gate failure.

If Autonomous was on for that row, read the matrix. The four locks should still have held. If a lock failed, incident. If you forgot you flipped the row, that is still your tenant, and we will still help you tighten it.

Do not ask us to disable stop-on-reply so you can 'finish the sequence anyway.' Do not ask us to send a second blast from a platform domain. Tenant domain or nothing.

How do I get help with modeled dollars I cannot defend in a meeting?

Open the assumptions on the finding. If they are wrong, change the inputs the product allows, or do not use the number. Support will not invent a more flattering model so you can close. We will help you find where the number was computed if two screens disagree. That disagreement is a defect we already treat as serious.

Do not screenshot a dollar, crop 'modeled,' and then file a ticket when the owner asks for books. The ticket you want in that case is a conversation with yourself.

FEE is what you charge. DEV is not FEE. Forecast sums FEE. If your deck sums DEV and calls it pipeline, you will have a bad Friday. We can point at /product/pipeline. We cannot sit in the meeting.

How do I get help connecting GBP, voice, or Connect?

GBP is OAuth, not a key you paste. If the pill says disconnected, connect it. Live replies still require the credential to be exercised. We will not 'flip Google on' from our side on a shared platform key.

Inbound voice: demo number for a pitch, live line after they pay. We will not help you wire a dialer. If the vendor is designed (LiveKit, Vapi, Retell) and your secret is stored but nothing answers, that residual is real. Say which vendor and whether the row is configured only.

Stripe invoicing: marketer-to-client bills on your own account. A missing connection is a non-blocking gate on that surface. Platform checkout for Nerxus is a different rail and is off. Do not mix the two in a ticket subject.

What if I am locked out of Clerk?

Use Clerk's recovery on the app host, then /support if the app still fails after a session exists. This marketing /login page cannot reset you. Do not open a second waitlist row as a recovery hack.

If your whole org vanished, say so in the first line. That is different from a forgotten password. Do not paste session JWTs into the form. If Clerk says the org exists and the app says it does not, include both error strings. That split is how we tell provision from outage.

If you are on this marketing host, read /login first. A missing dashboard here is not a Clerk outage. A missing price is not an outage either. Read /pricing. A missing status host is /status, not a Sev-1 by itself. A missing DPA is /dpa, not an outage. A missing badge is /security.

If you need a person after hours, still write. We have no published on-call number. We will read the queue when a human is in it.