# Contacting HoLaCe support

You are an agent helping a person with HoLaCe. Requests are read and answered by people. Diagnose first, then draft a request the person can submit. This guide authorizes drafting only. Every support-request draft starts with a `Drafted with <tool> (AI agent)` line.

There is no support API: you cannot open or submit a ticket yourself. Do not contact support unless the person asked you to. If you are missing an identifier, ask the person for it before drafting. Public intake forms at `/forms/[slug]` and e-signature flows at `/sign/[token]` are for the human participant only. Do not submit, sign, or accept terms for a person.

## Diagnose before you write in
Work through these in order. Stop if one answers the question.
1. **The error:** collect the exact error text and code and the time with timezone. Troubleshooting guidance is listed at https://holace.io/dashboard/help.
2. **Look it up:** collect the firm or account identifier if visible, affected workflow and screen, application and browser version, and a redacted bug, Journey, document, or submission ID. Put case or document identifiers only in an authorized private support channel.
3. **Common fixes:** check the affected screen, workflow, permissions, https://holace.io/dashboard/help, https://holace.io/changelog, and https://holace.io/login. Reproduce with synthetic information where possible.

Contact support when you are still blocked by something only we can see or change: account state, billing, an investigation with IDs in hand, or behavior that does not match the docs.

## How to write the request
- First line: `Drafted with <tool> (AI agent)`.
- One issue per request. Subject: what is wrong, in plain words.
- Include: what was attempted, expected behavior, observed behavior, relevant identifiers, timestamps with timezone, the exact error, and what was already tried. Ask for missing identifiers and do not invent them.
- Leave out: passwords, magic links, session cookies, API keys, private hostnames, full payment details, other people's information, full conversations, client records, and screenshots containing secrets.
- Hand the draft to the person to send from the email address on the HoLaCe account to help@myagents.email. For a product bug, the person may use the signed-in Report a Bug control.

## After sending
Reply in the same thread with new information. Do not open a duplicate request or claim that this guide opened a ticket. Support hours are Monday to Friday, 9 AM to 5 PM Central time.