Contact support with the right details

Good support details cut the back-and-forth

Support can move faster when your message includes the account, workspace, link, exact symptom, time, device, and what changed recently. "It is broken" forces support to ask the obvious questions. "This canvas link opens read-only for me@company.com in the desktop app, but the owner says I have edit access" gives them a real starting point.

Do not send passwords, full card numbers, bank credentials, private keys, or one-time login codes. Support does not need them.

Availability

Open Customer Support in ALLO

If you are signed in, the best path is the in-app Customer Support entry. Open Customer Support from ALLO, or go to /support. That gives support a cleaner starting point than a disconnected email because you can include the workspace, account, link, screenshot, and exact symptom from the product context.

Use sales@allo.io for education plans, procurement questions, quotes, or custom contracts for large enterprise, campus, government, university, institution, or lab workspaces. Use Customer Support for blocked access, payment recovery, duplicate-charge investigation, missing work, file problems, desktop logs, and other issues that need troubleshooting.

If you cannot sign in, still include the email address you tried to use, the sign-in method, the exact error, and whether web, desktop, or mobile is affected.

Include the basics

Send:

If the issue affects another user, include that user's email too, but only if you have a legitimate reason to share it.

Add screenshots or recordings

Screenshots are useful when they show the full error state, URL, account/workspace context, and visible controls. Crop out unrelated private content if needed, but keep enough context for support to understand the screen.

For access and read-only issues, include the missing button or error message. For mobile issues, include device screenshots. For desktop window layout issues, include the whole window so support can see controls, tab bar, and screen shape.

Add links

Links are often more useful than descriptions. Include the direct link to the affected canvas, dashboard, project, file, or workspace area.

If a link contains sensitive client context, say so. Support can still use it under the support process, but they should know what they are opening.

For login problems

Include:

Start with When you can't log in.

For access, missing work, or read-only problems

Include:

Use When you can't access work, When work looks missing, and When work is read-only first when possible.

For billing, seats, storage, or AI credits

Include:

Do not send full card numbers. If a card detail is needed, support may ask only for safe identifiers such as last four digits through an appropriate channel.

Use Open billing, Fix a payment issue, Manage seat limits, Fix storage limits, and Buy and manage AI credits.

For desktop app problems

Include:

Send the .allo-logbundle file as one file. Do not unpack it or paste raw logs into chat unless support asks.

For mobile app problems

Include device model, iOS or Android version, ALLO app version if visible, account email, affected link, whether web or desktop works, and screenshots. For shared-link issues, include whether the link opens in the app, browser, App Store, or Play Store.

Use Troubleshoot the mobile app, Sign in to the mobile app, and Open a shared canvas on mobile.

What not to send

Do not send:

If support needs a sensitive billing or identity action, they should route you through a secure flow.

Good example messages

Access issue:

"I am signed in as me@company.com in the Acme workspace. This dashboard link opens, but the pinned project says no access. The dashboard owner says I should have view access. It happens in Chrome and desktop. Screenshot attached."

Billing issue:

"The Acme workspace shows a failed payment banner after we updated the company card today at 3:20 PM KST. Billing shows the latest invoice as paid, but the banner remains after refresh. I am a workspace admin. Screenshot attached."

Desktop issue:

"The desktop app on macOS 14 opens blank after the update prompt. The same workspace works in Chrome. I restarted and reinstalled from the download page. I exported a .allo-logbundle and attached it."

When to send a follow-up

Send a follow-up if the issue changes, another user is affected, the workspace owner changes permission, a payment succeeds, or the item is restored from Trash. Include what changed and when. That keeps support from debugging yesterday's state while today's state is different. If the change only appears after a reload, include what you saw before and after refresh.