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Contact Support
If something in Kraal is blocking work and the troubleshooting steps do not resolve it, email support@kraal.ai.
Do not send passwords, API keys, tokens, authorization codes, license keys, or screenshots of credentials. Kraal staff will never ask you to paste those into a ticket.
What to include
Use the support-ready evidence checklist and escalation template rather than rewriting them here. At minimum, include:
- Your organization or workspace name
- The client involved, if any
- The page or workflow you were on
- When it happened
- What you expected vs. what happened
- Screenshots of the error state (with secrets cropped out)
If the in-app help panel offered Copy diagnostic info, paste that JSON into the ticket. It contains identifiers and a timestamp only — not emails, names, or amounts.
Severity guide
Use the highest severity that matches the situation:
| Severity | When to use it |
|---|---|
| P1 | You cannot work, or data may be at risk (cannot sign in, empty workspace after signup, close or books write failing, possible data loss) |
| P2 | A core workflow is broken but there is a workaround (sync stuck, one client blocked, export failing) |
| P3 | A question, how-to, or non-blocking defect |
What happens next
Someone on the Kraal team acknowledges the ticket, triages it by the severity above, and replies from support@kraal.ai. If we need more evidence we will ask; we will not ask you to send passwords, API keys, or tokens.
Service status
If you think Kraal itself is down, check status.kraal.ai before opening a ticket. That page reports platform-wide incidents. A single-client or single-workflow problem still belongs in a support email.