Getting help
Email support@carabase.ai. There is no ticket portal and no chatbot in front of it. During the early-access programme it is read by the people who wrote the software.
We aim to reply within two business days. If something is broken badly enough that you cannot use the product, say so in the subject line and it goes to the front.
What to include
You do not have to do any of this, but it usually turns two round-trips into one:
- What you were trying to do, and what happened instead.
- Your macOS version and the Carabase version, both shown in the application's About screen.
- Roughly when it happened, so it can be found in your own logs.
- A screenshot, if it is a visual problem.
Please do not send us your data. We do not need a copy of your mail, your database, or your credentials to help, and we would rather not have one. If a diagnostic file is genuinely needed, we will tell you exactly which one, what is in it, and how to look at it first.
Never send a password, an API key, or an authentication token by email, to us or to anyone. We will never ask for one.
Connections to your accounts
If a connected account has stopped syncing, the fastest fix is usually to disconnect and reconnect it from inside Carabase. If you want to remove Carabase's access to an account entirely, you can do that from the provider's own security settings without going through us — the steps are on the Deleting your data page.
Deleting your data or your account
See Deleting your data. Local data is deleted by you on your own machine; an account, if you have one, is deleted by asking us at support@carabase.ai.
Privacy requests
Access, correction, deletion and objection requests go to support@carabase.ai and are answered within 30 days. See the privacy policy for what we do and do not hold.
Reporting a security issue
Security reports are welcome and are treated seriously. Email security@carabase.ai with what you found, how to reproduce it, and what you think the impact is. We will acknowledge within two business days.
Please report privately first and give us a reasonable chance to fix the issue before publishing. We will not threaten or pursue anyone who reports a genuine issue in good faith, and we are happy to credit you when it is fixed.
Bugs and feature requests
If you are comfortable in public, the GitHub organisation is where the work happens and is the best place for reproducible bugs. Anything involving your own data belongs in email instead.