Description

Atoms Support helps paid users with account, billing, and platform issues that require assistance from the Atoms team. This page explains how to contact Support and what information to provide to receive the best help possible.

Choose the right route

• Search the Help Center or use Ask Assistant for product instructions, feature guidance, and known troubleshooting steps.
• Use the support messenger for an account, billing, or platform issue that needs official Support.
• Email Atoms Support if you cannot use the messenger or need to continue the request by email.
• Send Feedback from a Chat when the issue is connected to a specific Agent response.

If you use the Free plan, start with the Help Center, Ask Assistant, or the Atoms community.

Contact Atoms Support

Use this when: You are a paid user who needs help with an account, billing, or Atoms platform issue.

Use the support messenger

1. Open the Atoms Help Center. Under Explore resources, find Atoms Support and select Contact us.

Open Atoms Support from Explore resources

1. You can also select the chat-bubble button at the bottom-right of a Help Center page. On larger screens, select Support at the top of an article; on smaller screens, open More options.
2. When the messenger opens, select Search for help to look for an article, or select Send us a message to contact Atoms Support.
3. If you are signed out, select Sign in now and sign in to your Atoms account. Then return to the support messenger and follow the prompts to submit your request.
4. Replies from the team appear under Messages in the support messenger.

   Open Support from an article or use the chat button.

Choose Search for help or Send us a message

Sign in to continue to Atoms Support

The messenger screenshot is an illustrative example; the plan card and available options may vary by account.

Email Atoms Support

Send your request to [email protected]. Use a clear subject line, include the relevant details from the template below, and keep follow-up information in the same email thread.

Report an issue from a Chat

1. Open the Chat where the issue occurred.
2. Find the last visible Agent message in the normal Chat where the issue occurred and select ... (more options). If the menu is not shown, use the support messenger or email fallback instead.
3. Select Feedback and describe what happened. If Feedback is not listed, use the support messenger or email fallback instead.
4. Include the Chat link and a relevant screenshot so the support team can investigate. See Issue Report for more guidance.

Report an issue from the relevant Agent message

Feedback is available for the last visible Agent message in a normal Chat. It is separate from the Messages tab in the Help Center support messenger. If Feedback is not available, use the support messenger or email fallback.

Send a useful request

A specific report is easier to investigate than a general description. Copy this template and complete the fields that apply:

Account email:
Project or Chat link:
Issue summary:
Date and time, including time zone:
Steps to reproduce:
Expected result:
Actual result:
Exact error message:
Browser and device:
What you have already tried:
Attachments:

For a billing or payment issue, also include the payment or transaction ID, payment date, amount, and currency. Do not include full card or bank-account details.

Attach evidence safely

Attach a relevant screenshot, screen recording, or log when it helps show the issue. Before sending it, remove or hide unrelated personal information and any private account or project data that Support does not need.

Never share a password, login code, full card number, bank login, security code, API key, access token, authentication token, or other private secret.

What happens next

Follow the prompts for the route you selected. Messenger replies appear under Messages; email replies continue in the same email thread. If you submit Feedback, the support team receives the report and may contact you for more information.

If Support asks a follow-up question, reply in the same conversation and add any new steps, error messages, or evidence. Response time can vary by issue and request volume.

Use another help route

For instructions and troubleshooting, search the Atoms Help Center or use Ask Assistant. For project feedback, examples, or advice from other users, use Community & Support. Community help is not the same as official Atoms Support.