WritingmateWritingmate Documentation

Contact Writingmate Support

Use an official support channel when you need help with your Writingmate account, subscription, API or MCP setup, or a product problem.

Support channels

  • Email: hello@writingmate.ai is the primary public address for customer support, business questions, and privacy requests.
  • In-app support: If Help & Support appears in your profile menu, select it to open the support messenger. This option is currently shown to signed-in users with a paid plan.

Send account or billing information only through email or the in-app support messenger. Do not post it in a public social-media message, comment, or community channel. See Useful Links for Writingmate's public community profiles.

What to include in every request

Provide enough context for support to identify and reproduce the problem:

  • A short subject that names the feature and problem.
  • The email address connected to your Writingmate account. When possible, send the request from that address.
  • The affected workspace name and current plan, if relevant.
  • The date and approximate time of the problem, including your time zone.
  • What you expected to happen and what happened instead.
  • Clear steps that reproduce the problem.
  • The exact error message, copied as text when possible.
  • Your device, operating system, browser, and browser version.

You can attach a screenshot or short screen recording when it makes the issue easier to understand. Crop or cover unrelated tabs, account details, private chats, file content, and credentials first.

Billing and subscription help

Include:

  • The workspace name.
  • The purchase or charge date, amount, and currency.
  • The invoice, receipt, or order number when available.
  • The renewal date or access-end date shown under Profile Settings → Subscription.
  • Whether you purchased from Writingmate, AppSumo, or another seller.

Do not send a full card number, CVC, bank details, or a full AppSumo license key. If you are asking about a refund, also review the Writingmate Refund Policy. A support request does not cancel a subscription; follow Managing Your Subscription if you need to stop renewal.

Account and sign-in help

Include:

  • The account email address you are trying to use.
  • Whether you selected Google sign-in or an email verification code.
  • The page where sign-in failed and the exact error message.
  • Whether the problem also occurs in a private browser window with extensions disabled.

Never send your password, email verification code, session cookie, recovery code, or a link that signs someone into your account. For a privacy or data-rights request, email hello@writingmate.ai and state the type of request. Writingmate may need to verify your identity before completing it. See the Writingmate Privacy Policy.

API and MCP help

Include the technical details that describe the failing request:

  • Whether you are using the OpenAI-compatible API, Writingmate's MCP endpoint, or an outside MCP server connected to Writingmate.
  • The endpoint path and HTTP method, such as POST /api/openai/v1/responses.
  • The model slug, MCP server name, transport, and connection status when relevant.
  • The HTTP status code and exact error response.
  • The client, SDK, or MCP host name and version.
  • A minimal request example with prompts, file contents, personal data, and credentials replaced by [redacted].
  • Whether the same model or tool works in the Writingmate web app.

Never send a Developer Key, OpenRouter key, provider API key, MCP token, OAuth token, Authorization header, cookie, or secret-bearing server URL. If a key may have been exposed, revoke or replace it before contacting support. See Set Up Your API Keys, OpenAI-Compatible API, and MCP Integration.

Bug and generation help

For a chat, file, Agent, image, or video problem, include:

  • The feature and model you selected.
  • The smallest set of steps that reproduces the problem.
  • The exact error text and the generation or upload status shown in the app.
  • Whether retrying in a new chat or refreshing the page changes the result.
  • A redacted screenshot or short recording when the visual state matters.

Do not send raw browser console or network logs without reviewing them. Logs can contain prompts, file names, chat identifiers, page URLs, account information, or credentials. Copy only the relevant lines and redact private values.

Protect secrets and private content

Before sending any support request:

  1. Remove passwords, keys, tokens, cookies, verification codes, and payment details.
  2. Remove private prompt, chat, file, customer, or workspace content that support does not need.
  3. Remove secret query parameters from URLs.
  4. Replace each removed value with [redacted] so the request structure remains clear.
  5. Revoke any credential that has already been exposed.

Writingmate support will ask for additional information if it is needed. Do not send sensitive identity documents or regulated information unless Writingmate specifically requests it through an appropriate secure process and you are authorized to provide it.

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