SUPPORT AT SUP

A little help.
Without the guesswork.

Keep your feedback in the right project. Find an answer, fix a connection, or ask us directly.

01 / YOUR ACCOUNT

Sign in to the same workspace.

The sign-in screen shows the methods configured for the service. Email verification and Sign in with Apple require their real providers to be configured; an unavailable method does not create a working login. Existing workspace username sign-in remains available during migration.

When email is available, enter the correct address and use the latest verification code. Check your spam folder and avoid repeatedly requesting codes. A code is short-lived and can be used once. Never share it with support or anyone else.

If you already have a workspace, open Account after signing in to link an available email or Apple identity to that account. Do not create a second workspace to resolve a missing project. Signing in to Sup does not sign you in to the connected host apps.

02 / THE RIGHT PROJECT

Your apps, kept separate.

In Feedback, choose a project or All projects. The inbox includes original recordings and written submissions from projects connected to your workspace. Refresh to check for newer feedback; an empty inbox does not contain sample activity.

If a project is missing, confirm the account you used and the project selected in the host integration. A project identifier is not an access credential. Native SDK changes need a new host-app build; deploying this website alone does not update an installed iPhone or iPad app.

For integration details, read the developer guide. Include the affected project ID and app version in a support request, but never include enrollment secrets, bearer tokens, or reader keys.

03 / THE ORIGINAL MOMENT

Record deliberately. Review the context.

Recorder-only mode is a small draggable red button with no tutorial. Tap it to start; use its visible recording controls to stop. The connected app must have enabled the SDK and enrolled or approved your recording identity. Allow microphone access when requested. After changing microphone permissions, reopen the host app and try again.

Recording does not start when a page opens. App backgrounding, a device lock, or an audio interruption can pause capture; returning to the app does not silently restart it. Network loss can delay upload. Keep the app’s local data until pending uploads have completed.

Open a recording in your Sup workspace to hear the original audio and inspect its transcript and timed events. Silent gaps are preserved. Transcripts may be incomplete or inaccurate; refresh if transcription is still in progress.

Visual context consists of optional still screenshots, not screen video. Screenshots are off by default in the reusable SDKs. A host must explicitly enable capture and mask sensitive content. “No screenshot” can be expected when capture was disabled, failed, or had not occurred at that moment. Do not send private screenshots or recordings in an initial support email.

04 / YOUR DATA CHOICES

Export, delete, or ask.

From Account, choose Export account data for a JSON export of projects, current text conversations, written feedback, published knowledge, and private founder notes. Original voice evidence is reviewed separately from its recording page. Keep an export private.

Owners can delete an individual recording or saved feedback. To delete the whole account and workspace, sign in again if needed, open Account, choose Delete account & workspace, and confirm. Account deletion requires a sign-in within the last ten minutes. It disables connected credentials, revokes voice-recording access, and removes saved customer text; provider cleanup is queued separately. It cannot be undone.

For access, correction, privacy, or deletion requests you cannot complete in the app, contact us below with the subject “Sup privacy request.” We may need to verify your authority. If feedback came from someone else’s host app, identify that app so we can direct the request to the responsible workspace owner. See the privacy policy for retention and processing details.

05 / A REAL PERSON

Contact Sup support.

Email chris@carmylabs.com using the contact link in the footer. Include “Sup” in the subject, the affected app and project ID, app version/build, device/OS or browser version, and a short description of what happened.

Please do not send passwords, verification codes, API keys, private audio, unmasked screenshots, or sensitive customer information. If additional evidence is needed, we will discuss an appropriate way to share it.

Use this contact for suspected unauthorized access, harmful content in a workspace, or a privacy concern. If access is at risk, sign out and ask your workspace owner to revoke the affected recording or reader credential. Sup support is not an emergency service.