Contact Support
One address, a small team behind it, and a short list of things to include so the first reply is a useful one.
1. How to reach us
Email is the support channel
Write to support@earthunited.eco. Everything — bugs, questions, account problems, feature ideas — goes there, and the reply comes back to the address you wrote from.
For anything about a charge, an invoice or a subscription you can also use info@earthunited.eco, which is the address the app itself gives you when billing management is unavailable.
There is no phone line and no live chat. We would rather answer carefully in writing, with your project in front of us, than quickly on a call.
2. Check this first
A large share of what reaches support is answered on a page you can read now, in less time than a reply takes.
Troubleshooting
Sign-in trouble, a map that will not load, slow pages, work that did not save.
Billing questions
A balance that did not move, an unlock that is not showing, a subscription that looks wrong.
Credits & unlocks
Which of the four balances an action spends, and what each purchase grants.
Getting started
The intended path through the app if you are not sure what to do next.
One check catches more reports than any other: is your email address verified? An unverified address is refused by the AI features and by nothing else, so the app looks fine until you try to run an agent. The resend link is on your profile.
3. What to put in the message
Write in whatever language you are comfortable in and keep it plain. What actually shortens the exchange is the detail:
- The account email address. Write from it if you can — otherwise we cannot match the message to an account, and the first reply is only a request for it.
- The project name, if the problem happens on one project rather than everywhere.
- What you were doing, step by step, up to the moment it went wrong.
- What you expected, and what happened instead. These are different sentences and both are useful.
- The exact message on screen, copied rather than described, plus a screenshot if there is anything to see.
- Your browser and operating system, and whether the same thing happens in another browser.
Never send a password
Support will never ask for your password, and you should never put one in an email — not to us and not to anyone claiming to be us. We can do everything we need to do with your account email address alone. The same goes for full card numbers: card details live with our payment provider and we neither see them nor need them.
4. What happens next
Messages are read and answered in order by a small team, so a reply takes as long as it takes rather than arriving inside a promised window. Two things that help:
- One subject per message. Three unrelated problems in one email get one answer that covers the easiest.
- Reply on the same thread rather than writing a fresh message, so the history stays together.
If a report turns out to be a bug we fix it in the app rather than by email, and the change shows up on What's new.
5. Other reasons to write
A feature idea
Same address, and there is a page on what makes a request easy to act on.
An invoice or a refund
Invoices and payment methods are in the customer portal reachable from your account. For anything the portal cannot do, write and include the date and the amount.
Your data
Requests about the data held on your account, including deletion, go to the same address and are handled by a person, not a form.
A page that is wrong
If something in this help center does not match what the app does, tell us which page — that is a bug too.