Support
Ask a person.
Support is by email, and the people who built Forculus answer it. Write to support@forculuslabs.tech.
Is it down for everyone?
Check forculuslabs.tech/status first. We post incidents there as they happen, and update them until they're fixed. If the status page shows nothing wrong and your app still isn't answering, write to us.
What to include
Send as much of this as you can in your first message. It saves us both a round trip.
- The workspace and app, as
workspace/app. If it's about a request, the app's address and the path too. - What you did, what you expected, and what happened instead. Include the exact error text and when it happened, with your time zone.
- For a deploy, the output of
forculus deploy. If it built the wrong thing, the output offorculus detecttoo. - For an access problem, who was trying to get in, by email address or token name, and what the audit log shows for that request.
- Never a token, a secret value or a sign-in code. We never need them, and we'll ask you to revoke any you send.
Write from the email address on your account, so we know it's you. For billing questions, the workspace owner needs to write.
What each plan gets
| Plan | Channel | First reply |
|---|---|---|
| Free | Email support@forculuslabs.tech | Best effort. We read everything, but can't promise when we'll reply |
| Team | Within 2 business days | |
| Business | Priority email, with [Business] in the subject | Within 1 business day, or 4 hours if an outage hits your workspace |
Business days are Monday to Friday, except public holidays in Singapore. Send security reports to security@forculuslabs.tech. We handle them separately, whatever your plan. The Security page has more.
Things you can do without us
- Someone can't get in. Find their request in the audit log. It says why it was denied. Then check the app's sharing list, and that they signed in with the address you shared it with.
- A deploy failed.
forculus detectsays what it will build and why, andforculus.jsoncan override it. The docs cover each framework. - You hit a limit. The message names the limit and the plan that lifts it, for example "Team allows 25 apps". The workspace's Billing tab shows where you stand on every limit.
- Change a plan. Use the workspace's Billing tab. An upgrade starts a new billing month once it's paid, at the new plan's full price less a credit for any unused time on the old plan. The dialog shows the amount first. A downgrade takes effect at renewal, and the renewal invoice is at the new price. You can undo it until then.
- Update a card, get an invoice or cancel. Billing tab → Manage subscription, which opens Stripe's portal. Your invoices live there too. See the refund policy.
- Export or delete a workspace, or delete your account. Workspace Settings → Export, and the account menu. Export works on every plan. For an app's database, use the app's Settings tab → Database export, or
forculus db export. Deleting an app or a workspace takes it offline at once. It's kept for 30 days, and whoever could delete it can restore it until then. Nothing is kept while anyone who owns what you delete has yet to accept our terms: see when deletion is immediate. Deleting it for good is permanent, so export first. - Test locally.
forculus devputs a local copy of our edge in front of your app on your own machine, and signs real identity tokens.
Other addresses
- Security reports: security@forculuslabs.tech
- Privacy requests: privacy@forculuslabs.tech
- Abuse on an app we host, such as phishing or malware: abuse@forculuslabs.tech
- Copyright complaints and other legal notices: legal@forculuslabs.tech. The terms say what a copyright notice must include.
- Our data protection officer, for questions about how we handle personal data under Singapore's Personal Data Protection Act: dpo@forculuslabs.tech
- Anything else, including questions about the terms or a bigger plan: support@forculuslabs.tech