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Support / Technical issues

Bugs, errors and unexpected behaviour

The fastest fixes start with a clear reproduction path. Check status, then use a ticket if the issue persists.

Before you report

Visit /status to confirm we are not already aware of a platform incident. Hard-refresh the page (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows or Linux), try another browser, and note the exact URL and time the error appeared.

What to include in a ticket

Subject line, what you expected, what happened instead, steps to reproduce, and screenshots. Avoid passwords, API keys or card numbers. Mark "site down" if visitors cannot load the site at all.

WaveAI or widget issues

Check quota and collection status in the portal WaveAI section. Embed issues often trace to an outdated script tag or a blocked third-party cookie. Include the page URL where the widget is installed.

Quick checklist

  • Check /status for known incidents
  • Capture a screenshot and the browser console error if present
  • Open a ticket with reproduction steps

Quick answers

DevTools shows a CSP error about Perplexity or r2cdn fonts. Is that a problem?
No. That message usually comes from a browser extension injecting fonts, not from Tidalux. We only load Space Grotesk and our own assets. You can disable the extension or ignore the warning.
My site is down - what should I do?
Check /status first. If there is no incident listed, sign in to the client portal and open a support ticket with the "site down" option checked. That skips AI triage and alerts us immediately. Include your domain and when visitors started seeing errors.
WaveAI is not replying on my site
Open Portal > WaveAI and check monthly message usage. When quota is exceeded the widget shows a human-handoff message. Also confirm the embed script matches the install snippet and that the collection is active. Open a WaveAI category ticket if it still fails after a hard refresh.
Open a ticket for this topic Check system status Email support@tidalux.io

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Getting started

Domain connection, portal access, WaveEngine basics and where to go when you are stuck early on.

Technical issues

Report problems clearly, check status first, and open a ticket when something is broken in production.

Billing & account

Portal invoices, plan upgrades, cancellations and payment questions.

Feature questions

Product behaviour, limits, integrations and what is on the roadmap.

Security & abuse

Responsible disclosure, abuse reports and keeping credentials safe.