Get help with Permaura
Support is by email, and a person reads every message. Write to support@permaura.com and we will pick it up.
Where to send it
Anything to do with the product
Setup, gateways, connections, policies, approvals, agents, the desktop app or the phone app. If you are not sure where a question belongs, send it here.
Security reports
Suspected vulnerabilities, and anything you would rather we saw before anyone else did. Our disclosure preferences are on the security page.
Privacy and your data
Access, correction, export or deletion of personal data, and questions about how hosted mode processes it.
Billing and refunds
Invoices, plan changes, seats, trials and refunds. Your receipt shows whether Paddle or Pixelite SL sold that transaction, which decides who can action a refund.
What to include so we can answer quickly
- What you were trying to do, and what happened instead.
- The workspace name, and the gateway name or id if the problem involves one.
- Roughly when it happened, with your time zone, so we can line it up with the audit log.
- The decision id from the audit log, if the problem was an allow or deny you did not expect.
- Whether it happens every time, or happened once.
- The version you are on: the gateway prints it at startup, and the desktop app shows it under Settings.
Never send us a credential
We never need your API keys, tokens, passwords or vault passphrase, and we will never ask for them. Redact them before you send a log or a screenshot. Permaura exists so that an agent can act without holding your secrets, and support works the same way: a decision id and a timestamp tell us more than a credential ever would.
Larger deployments
For self-hosting questions, procurement, security review or anything that needs a conversation rather than a reply, write to sales@permaura.com.