Getting Help¶
If you run into an issue or have a question, here's how to reach us and where to look first.
In-App Support Form¶
The fastest way to get help is the in-app support form. Open the user menu in the bottom-left corner of the dashboard and select Contact support.
The form asks for a category, subject, and message. Your workspace name and plan are automatically attached — you don't need to include them. You'll receive a confirmation email when your ticket is submitted.
Use the in-app form for most issues: bugs, unexpected behavior, access problems, and general questions.
Email Channels¶
For inquiries outside the app, contact us by email:
| Channel | Use for |
|---|---|
| support@thalian.ai | General support, access issues, account questions |
| privacy@thalian.ai | Data requests, GDPR, account deletion, privacy questions |
| legal@thalian.ai | DPA, terms of service, legal inquiries |
| sales@thalian.ai | Enterprise pricing, plan upgrades, custom contracts |
System Status¶
status.thalian.ai shows real-time platform health, per-service 90-day uptime history, and incident records. If something in Thalian feels broken, check here first — it may be a known incident.
You can subscribe to email alerts from the status page to receive notifications when an incident is opened or resolved. To report a new issue, use the Report an Issue form on the status page.
Response Times¶
Enterprise workspaces receive priority routing in the support queue. Pro and Free workspaces are handled in order of receipt.
Common Questions¶
My integration won't connect¶
Check that the API token or credentials you entered have the required permissions for that platform. Each integration guide lists the exact scopes needed. Go to Integrations → select the integration → Edit to re-enter credentials.
See Integration Guides for platform-specific instructions.
Findings aren't appearing after connecting an integration¶
Thalian syncs connected integrations on a regular schedule. After your first connection, allow up to an hour for data to populate and analysis to run. If findings still aren't appearing, check that the integration shows a Connected status in Integrations and that no sync errors are shown.
I can't access my account¶
If you're locked out and can't log in, email support@thalian.ai from the address associated with your account. There is no self-serve account recovery flow — support handles these manually.
How do I delete my workspace?¶
Workspace deletion is permanent and cannot be undone. Go to Settings → General and use the delete option at the bottom of the page. You'll be directed to contact support@thalian.ai to confirm the request before deletion is processed.
How do I cancel or downgrade my plan?¶
Go to Settings → Billing and click Manage Billing to open the Stripe portal. From there you can cancel your subscription — your plan will revert to Free at the end of the billing period. For Enterprise plan changes, email sales@thalian.ai.
How do I request deletion of my data?¶
Email privacy@thalian.ai with your request. Data deletion is processed within 30 days. See the Privacy Policy for full details on data retention and deletion.
For workspace and billing settings, see Settings & Admin.