The more context you give us upfront, the faster we can help. Here's what makes a great support message.
Always include
- Your account email: so we can find your account immediately
- What's happening: describe the problem in your own words. "My agent stopped responding" is great. "It's broken" leaves us guessing.
- When it started: "this morning", "after I updated my computer", "since yesterday afternoon"
- What you've already tried: saves us suggesting steps you've already done
Helpful extras
- Which messaging channel: Telegram or Slack
- Your computer model and operating system version, found in your system information settings
- A screenshot of the Maxiful app: especially if it shows an error or warning
- Any error message you saw: exact text if possible, or a screenshot
What you don't need to include
Don't include your password, your Google credentials, or any sensitive personal information. We'll never ask for these. If resolving your issue requires access to your computer, we'll request your permission through a formal support session, not via email.
Good example
"Hi, my agent stopped responding in Telegram about 3 hours ago. It was working fine this morning. I've checked the Maxiful app and the agent is not paused or stopped, but messages aren't getting through. My computer is on and connected to the internet. I tried quitting and reopening Maxiful but it still doesn't respond. I'm on the Professional plan. Account email: [email]"
That gives us everything we need to start investigating straight away.