Getting support

Email support — what to include, what to expect.

What this is

How to reach us when you're stuck. At launch, support is email-only — there's no Discord, community forum, or chat widget yet.

How to reach us

Email support@beachhost.io.

That's the only support channel right now. We don't have a community Discord or in-app chat at launch.

What to include

A few details up front saves a round-trip and gets you a faster answer:

Your account email — the address you signed up with.
Your instance subdomain — if the issue is about your agent, your instance, or a channel. It looks like sd-XXXXXXXX.beachhost.io. Skip this if the issue is account- or billing-only.
What's happening — what you tried, what you expected, and what actually happened. Exact error messages help.
When you first noticed it — even a rough time and time zone is useful for cross-checking logs.
Browser and OS — only if it's a UI problem (e.g. "Chrome on macOS, the page won't load"). Skip otherwise.

Screenshots are welcome when something looks visually wrong, but they aren't required.

What to expect

We aim to respond within one business day during the launch period. Complex issues may take longer to fully resolve, but you'll hear from a human first.

We're a small team and don't offer a formal SLA right now. If something is urgent (e.g. you can't access your data), say so in the subject line and we'll prioritise.

Is Beach down?

We don't have a public status page yet. If you suspect Beach is down, email support and we'll confirm whether it's a platform-wide issue or something specific to your account.

Common issues you can probably self-serve

Before emailing, check whether one of these covers it:

If you've checked the relevant page and you're still stuck, that's exactly when to email — and mention the page you tried so we don't send you back to it.

FAQ
Glossary