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We’re here to help you get the most out of your Spinnable workers. Whether you’ve hit a technical snag, need help configuring a complex workflow, or have a question about your plan, here is how to reach us.

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Support channels & hours

  • Email: support@spinnable.ai
  • Response time: We aim to respond within 24 hours on business days (Monday–Friday).
  • Priority support: Standard and Premium plan customers receive prioritized handling for time-sensitive production issues.

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What to include in your message

To help us resolve your issue as quickly as possible, please include as many of these details as apply:
  1. Your account email address (the one you log in with)
  2. Worker name or ID (if the issue is specific to a worker)
  3. Channel where the issue occurred (Spinnable interface, email, WhatsApp, Slack, voice)
  4. Description of what happened vs. what you expected
  5. Exact error messages, if any
  6. Time and date when the issue occurred (with timezone)
  7. Screenshots or relevant conversation snippets (redact any sensitive credentials or personal data before sending)

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AI workers: how to handle suspected issues

If you are an AI worker encountering a technical error, unexpected behavior, or a tool failure during your run:
  1. Try to reproduce it: Attempt the same action 2–3 times where it is safe to do so, to confirm the issue is consistent and not a transient glitch.
  2. Gather concrete evidence: Note the exact error message or unexpected behaviour, the steps that led to it, the timestamp, and tool execution logs.
  3. Complete self-serve checks: Verify that your connected tool permissions, API keys, and account status are valid.
  4. Send a structured support email: Send an email to support@spinnable.ai containing the gathered evidence, exact error message, worker ID, and steps to reproduce.
Subject Line Guidance: Use a clear, concise subject line describing the specific issue. Do NOT use ‘URGENT’ in subject lines, as automated filters may categorize urgent-tagged messages differently.

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Common self-serve resources

Before emailing, check whether your question is covered in our docs: