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Contact support

Before you contact us, spend a minute on the help center groups and the troubleshooting guide — most problems are solved there. If a person really needs to look, use either entry point below.

Entry point one: WeChat

Section titled “Entry point one: WeChat”

WeChat support QR code (to be uploaded)

The QR code is not uploaded yet. The image above is a placeholder and will be replaced once the official code is ready; until then please use the email entry point below.

After joining the group, post your problem description directly (see “The four things to include” below); no need to say hello first and wait for a reply.

Entry point two: email

Section titled “Entry point two: email”

support@tansr.com

A good subject line is “[form] one-sentence problem”, for example “[CLI] tansr init says the PAT is invalid” or “[session service] resume always returns 409”. We reply as soon as we can during business hours; email received outside business hours is handled in the order received.

If you would rather not open a mail client, fill in the form below — it reaches the support mailbox as an email too. A successful submission gives you a ticket id; if it cannot be submitted right now, the page gives you a mail link with your subject and details already filled in.

Send us a message

The form is delivered to our support mailbox as an email. No account required.

e.g. "[CLI] tansr init says the PAT is invalid"

Which product and version, the diagnostic output, the error code and message, how to reproduce. Never paste secrets.

We reply here. Leave it empty if you only want to report something.

Which entry point fits

Section titled “Which entry point fits”
Situation Suggestion
One sentence explains it and you just want to confirm “am I using this wrong” The WeChat group
You need to attach longer material: diagnostic output, logs, transcripts Email
Billing, invoices, account ownership — anything that needs identity verification Email, sent from your registered address
A security vulnerability Email, subject starting with “[security]”; do not post it in the group
A documentation error Email, with the page address

Please use only one entry point per problem so it is not handled twice.

The four things to include

Section titled “The four things to include”

Bring these four and most problems are located in one round:

  1. Which form and which version. CLI: tansr --version; SDK / session service: the @tansr/sdk / @tansr/serve version in package.json; mobile: the SDK coordinate version and the OS version.
  2. Diagnostic output. CLI: paste tansr doctor --json (it contains no key values; credentials appear only as fingerprints); session service: paste the GET /readyz response and the relevant structured log lines.
  3. The error code and the full message. For example 429 plan_concurrency_exceeded, 409 resume_unavailable; for the session service also the x-request-id response header; for mobile the sequence of connectionState changes.
  4. Steps to reproduce and the time. For billing, the order number or billing month, plus your account fingerprint (as shown on the tansr init summary card).

If you need to show us the conversation, export the transcript with tansr sessions export <id> — keys are already redacted to the form sk-... plus the last 4 characters, so it can be attached as is.

Please do not send us

Section titled “Please do not send us”
  • Any key value: personal access tokens, app keys (appkey), model-provider API keys, session-service Bearer tokens. We do not need them to troubleshoot; if you sent one by accident, rotate it in the console right away.
  • The contents of .env files.
  • Full logs containing real customer data; redact them or include only the relevant lines.

After you hear back

Section titled “After you hear back”
  • We may ask you to run tansr doctor --json once more or to fetch some endpoint’s response; please reply in the same email thread / the same group message thread so it stays linked.
  • If the problem is confirmed as a defect, we tell you which release the fix is expected in; once released, you can check the CLI release notes, the SDK release notes and the session service release notes.
  • Once it is solved, if convenient, reply “solved” so we can close the follow-up.

Problems you can solve yourself

Section titled “Problems you can solve yourself”
Problem Where to go
What an error code means, whether it can be retried Error codes · Troubleshooting
PAT / app key / plan / balance / invoices Account and billing
A section of tansr doctor you cannot read Settings and doctor
Deploying the session service, graceful shutdown, multiple replicas Deployment and authentication
Mobile disconnect recovery, foreground/background, push Android integration guide · iOS integration guide
Where data lives, where credentials go, how to rotate Security and privacy

Security issues

Section titled “Security issues”

If what you found is a security vulnerability (a credential leak path, privilege escalation, an injection surface), please do not post it in the group; email support@tansr.com directly with a subject starting with “[security]”. We prioritize it and stay in touch until it is fixed.

Feedback on the docs

Section titled “Feedback on the docs”

Every article has “Was this page helpful?” at the bottom; documentation errors are also welcome by email — include the page address and what is wrong.