Troubleshooting and support
How to handle account, payment, diagnosis, report, share, export, and privacy support issues.
Support channels
| Channel | Entry |
|---|---|
| Contact form | /en/contact |
| Support email | [email protected] |
| WeChat group | Invite-only for beta, paid users, and active diagnosis issues |
| Agent assistant | Bottom-right GEO Lens assistant |
Do not send passwords, verification codes, payment secrets, API keys, or private credentials.
What to include
| Issue | Include |
|---|---|
| Login | Account email, screenshot, exact error |
| Payment | Order ID, account email, payment time, screenshot |
| Diagnosis stuck | Diagnosis/report link, brand name, screenshot |
| Report dispute | Report link and exact disputed metric/question/answer |
| Share issue | Share link and screenshot |
| Export issue | Report link, export type, browser, screenshot |
| Data deletion | Account email and deletion scope |
Common handling
Payment not credited: check wallet, order status, and ledger before paying again. Diagnosis stuck: check report status; support may recover, recollect, rebuild, release credits, or advise rerun. Report disputes are checked against raw answers, metrics, and report rendering.