--- title: "Contacting Customer Support" slug: "how-to-contact-customer-support" updated: 2026-06-24T05:02:26Z published: 2026-06-24T05:02:26Z canonical: "helpcenter.autify.com/how-to-contact-customer-support" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://helpcenter.autify.com/llms.txt > Use this file to discover all available pages before exploring further. # Contacting Customer Support We also provide basic troubleshooting steps you can take on your own. If you are experiencing unexpected issues regarding test execution behavior or results, please refer to the following document: - [Troubleshooting unexpected results or errors when running tests in Autify Nexus](/v1/docs/troubleshooting-unexpected-results-or-errors-when-running-tests-in-autify-nexus) If the issue persists, please review the information below and help us resolve your issue as quickly as possible by providing the necessary details for our investigation. ## How to contact Customer Support ### For existing customers **Contacting us via chat** If you are using the Cloud version (authenticated via a server URL), we accept inquiries through chat. 1. Log in to **Autify Nexus**. 2. Click the **Support** button in the left-hand navigation bar. 3. Click the **inquiry icon** at the bottom right of the Support page. 4. Click **Send us a message** to begin the chat. *Note: You can insert line breaks in your message by pressing* ***Shift + ENTER****.* If you are using the self-hosted version, you can use chat support from the dedicated support page. 1. Access the dedicated support page. 2. Enter your username or email address and password to log in. 3. Click the contact icon at the bottom right of the support page. 4. Click **Start a conversation** to begin the chat. *Note: You can insert line breaks in your message by pressing* ***Shift + ENTER****.* > [!WARNING] > **For customers using the self-hosted version** > > - Your account representative will provide you with information about the dedicated support page. If you have any questions, please contact your account representative. > - Please note that the username and password for the dedicated support page are different from the ones you use for the self-hosted version of Autify Nexus. > - Please contact your account representative for details. > - Inquiries about setup and updates > - If an issue occurs during the setup or maintenance of a Nexus server or CTX server, you will need to provide different information from normal inquiries. Please refer to "[**Issues during setup or updates for the self-hosted version**](/v1/docs/contacting-customer-support#issues-during-setup-or-updates-for-the-selfhosted-version)" and prepare the necessary information. **Contacting us via email** If you are using the self-hosted version, you can also contact us via email. For details on how to contact us, please reach out to your account representative. ### For prospective customers If you're interested in Autify Nexus, please contact us using this [inquiry form](https://autify.com/products/autify-nexus). ## What information should you provide? ### For general inquiries You don’t need to prepare any specific information. ### For Autify Nexus issues #### Required information When reporting an Autify Nexus issue, provide the following information for our Customer Support team to review: - The version of Autify Nexus that you are using - Operating system (OS) and OS version of the device being used - Browser at the time the issue occurred - Steps to reproduce your issue - A screenshot or screen recording showing any errors that occurred - [Autify Nexus log file](/v1/docs/how-to-contact-customer-support#finding-your-autify-nexus-log-file) #### Finding your Autify Nexus log file You can access Autify Nexus log file in your file explorer by clicking **Settings (**![settings icon](https://cdn.document360.io/c040854c-2c75-49d0-98e1-43f462e8657e/Images/Documentation/settings(2).png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A45%3A33Z&se=2026-11-08T17%3A45%3A33Z&sr=c&sp=r&sig=pvd%2FsQKddJQ7cAP70QgpMhuOwKlmPGpjINVb5u6elL8%3D)**) > Debugging > Show log file**. The application log file `main.log` is located at the following file paths. **Windows** `C:\Users\<USER>\AppData\Roaming\autify-local\logs\main.log` **macOS** `~/Library/Logs/Autify Nexus/main.log` ### Regarding Issues During Test Execution If you encounter any issues during test execution, you can contact Customer Support directly from the **Test Result Details** screen. ![](https://cdn.document360.io/c040854c-2c75-49d0-98e1-43f462e8657e/Images/Documentation/スクリーンショット 2026-04-07 15.24.28.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A45%3A33Z&se=2026-11-08T17%3A45%3A33Z&sr=c&sp=r&sig=pvd%2FsQKddJQ7cAP70QgpMhuOwKlmPGpjINVb5u6elL8%3D) Please follow the steps below to contact us with the necessary information: 1. Open the Test Result Details screen for the failed test. 2. In the Error Details area of the failed step, click **Get Support**. 3. In the Data section of the dialog, select the data you wish to share (Scenario, Test Result, and Trace File). 4. Enter the details of the problem in the Details section. 5. Click **Submit**. - A folder containing the support files will be exported to your Downloads folder. - A support page will open in your browser and a chat will start automatically (the scenario name and error details will be pre-filled). 6. Manually attach the exported support file in the chat window and send your message. 7. Answer questions from the chat. #### **When a Debug Trace is necessary** If an issue only reproduces during a local run or if our Customer Support team can't reproduce the problem, we may ask you to provide a debug trace. **Run the Scenario with Trace Mode Enabled** 1. When you run a test locally, click **Settings (**![settings icon](https://cdn.document360.io/c040854c-2c75-49d0-98e1-43f462e8657e/Images/Documentation/settings(2).png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A45%3A33Z&se=2026-11-08T17%3A45%3A33Z&sr=c&sp=r&sig=pvd%2FsQKddJQ7cAP70QgpMhuOwKlmPGpjINVb5u6elL8%3D)**)** > **Debug** > **Create debug traces when executing tests locally** to enable trace mode. 2. Run the scenario. 3. Click **Debug Trace** **(![](https://cdn.document360.io/c040854c-2c75-49d0-98e1-43f462e8657e/Images/Documentation/base64-converted-image-1780292701883.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A45%3A33Z&se=2026-11-08T17%3A45%3A33Z&sr=c&sp=r&sig=pvd%2FsQKddJQ7cAP70QgpMhuOwKlmPGpjINVb5u6elL8%3D))** on the top right of the execution results to save the debug trace to your downloads folder. 4. The file will be named `AutifyNexus_trace_<SCENARIO NAME>_<DATE TIME>.zip`. 5. > [!WARNING] > If the trace file size exceeds **30 MB**, it will be saved as a separate **ZIP file** in your **Downloads folder**. Please ensure that you also attach this file to the chat when contacting support. ## Issues during setup or updates for the **self-hosted version** If an issue occurs during the setup or maintenance of a Nexus server or CTX server, please send us the following information: - The OS name and OS version running on the server - All log files under the `nexus-server/data/logs` directory - A screenshot or copied text showing the executed commands and their output ## Sending the information to Customer Support Once you have prepared all of the information and gathered applicable logs and files, send everything to our Support team via email.