Support

Technical issues

Bugs, errors and unexpected behaviour

The fastest fixes start with a clear picture of what happened. Check status, then use a ticket if it is still wrong.

Before you report

Check the status page 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. If the assistant is missing, the snippet on your site may be out of date, or a privacy setting may be blocking it. Include the page URL where it should appear.

Quick checklist

  • Check the status page 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 the status page 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 the allowance is used up, visitors are pointed to a person instead. Also confirm the snippet on your site matches the one in the portal, and that the collection is active. Open a WaveAI ticket if it still fails after a refresh.
Open a ticket for this topic Check system status Email support@tidalux.io

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Getting started

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

Technical issues

Report problems clearly, check status first, and open a ticket when the site is actually broken.

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.