Contact support
Work through Troubleshooting, Model connections, or Charting issues first. If that does not solve it, contact support through the website help page or by email at support@mystilink.com.
How to describe the problem
A clear description helps locate the issue; there is no need to send every log or the whole workspace at once:
- What you were trying to do: for example, activate a new computer, choose a model, or open a past conversation.
- What actually happened: the exact error text, when it occurred, and whether it reproduces.
- Environment: operating system, processor architecture, and Mystilink version.
- Steps: where you started, at which step it stopped, and what you already tried.
- Necessary screenshots: crop to the relevant area and mask private information and credentials.
Add details by problem type
| Problem | Useful information |
|---|---|
| Purchase or licensing | Purchase account email, order identifier, purchase time and status; complete card details are not needed |
| Newton | Account, time of the error, model name, error or request identifier (if the interface shows one) |
| BYOK / local model | Service name, model ID, error, whether the address is custom; mask keys and private gateway details |
| Charting | Reproducible birth fields, conditions used, the difference in results, and the comparison source; anonymized records are fine |
| Data or interface | Whether the workspace changed, what happened just before, and whether a usable backup exists |
Diagnostics and privacy
If you use the copy-diagnostics feature in the desktop privacy settings, review the contents before sending. Never email API keys, passwords, sign-in tokens, full activation keys, or an unchecked copy of the whole workspace directory.
For data problems, preserve the current state and a backup first; do not delete records, clear the workspace, or reset all activation keys just to troubleshoot. If support needs more, you can add details for that specific problem.
Follow-ups
Where possible, continue in the same email thread with new reproduction results and screenshots, and note what changed. For payment issues, check the order and account first; there is no need to buy again simply because a reply has not arrived yet.