Contact support
Business Summary: When something in Nimbus is not working as expected, use this form to reach the support team with enough detail — including screenshots — to diagnose the issue quickly.
Before you submit
Check these guides first — many issues are configuration or access related:
| Symptom | Start here |
|---|---|
| Feature not available or demo data | What works today |
| Wiki or graph access denied | Company Wiki access control |
| Cannot open a workstream | Workstream teams and access |
| Billing or NTU questions | Billing and usage |
| Connector auth or sync failures | Connecting a connector |
When to self-serve vs escalate
| Situation | Action |
|---|---|
| First-time setup, invite expired, wrong org role | Self-serve: Onboarding checklist, ask your Admin to resend invite |
| UI bug, broken link, unexpected error message | Submit support form with screenshot and steps to reproduce |
| Cannot approve checkpoint, run stuck in Plan | Check Human-in-the-loop; escalate if reproducible after refresh |
| Suspected data leak, credential exposure, account takeover | Mark urgent — contact your Admin for the approved security channel; do not paste secrets in the form |
| Billing dispute or invoice mismatch | Include billing period and workspace ID; reference Reading your usage dashboard |
Severity and response expectations
| Priority | Examples | Typical response |
|---|---|---|
| Standard | How-to questions, minor UI glitches, access requests | One business day |
| High | Blocked workstream, connector down for whole team, approval queue stuck | Same business day when marked urgent |
| Security | Exposed tokens, unauthorized wiki access, phishing via invite | Immediate triage via your account security contact |
Support typically responds within one business day for standard workspace issues. For production outages, include urgent in the problem summary and note how many users are affected.
What to include in your request
Copy this template into the form (replace bracketed text):
Workspace ID: [Settings → Workspace → Workspace ID]
Your org role: [Admin / Member / Viewer]
Workstream name (if any): [e.g. Q3 EMEA variance review]
Steps: 1) … 2) … 3) …
Expected: [what should happen]
Actual: [what happened instead]
Browser: [Chrome / Safari / Edge + version]
Screenshot: [attached]
Do not submit: passwords, API keys, OAuth tokens, full customer PII exports, or unredacted compensation documents. Describe sensitive data instead of attaching it.
Example scenario
An analyst cannot open a finance workstream after accepting an invite. She confirms Settings → Profile shows the correct email, checks Workstream teams and access with her lead (she is not on the team yet), and still sees Access denied after being added. She submits the form with workspace ID, workstream name, screenshot of the error, and notes she is Member org role. Support verifies team sync and resolves a stale membership cache within the same day.
FAQs {#faqs}
Q: Can Viewers submit support requests? A: Yes. Any signed-in user can describe an access or display issue.
Q: Should I attach full chat transcripts? A: Prefer screenshots of the UI and a short summary. Avoid pasting sensitive customer or employee data.
Q: Where is my workspace ID? A: Settings → Workspace — copy the Workspace ID field. See Workspace details.
Q: Can I email support instead? A: Use the form below when possible so requests are tracked. For security disclosures, contact your account administrator for the approved channel.
Q: What if the issue is "by design" partial UI? A: Check What works today and Product roadmap first — we may already document the gap.
Q: Who can change my org role or wiki access? A: Organization Admins. See Organization members and roles.