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Contact support

Write to support@casaconect.ai. You can also choose Support at the bottom of the sidebar, or Help in the Word add-in’s menu. Both open an email to the same address.

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What to include

A good report saves a round of questions.
  • What you were trying to do, and what happened instead
  • Where: the page, and the project, matter or Shared Space involved
  • When, including your time zone
  • The exact wording of any error message
  • For the agent: a link to the conversation, and the model you were using
  • For Word: your version of Word, and whether it is Windows, Mac or the web
Do not send passwords, sign-in codes or client documents by email. If we need to see a document to understand a problem, we will arrange a suitable way.

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Look here first

Check your spam folder and that you typed the right address. Codes expire after a short time, so request a new one. If your organization’s mail system quarantines automated mail, ask IT to allow mail from casaconect.ai. If you have lost your authenticator app, contact support.
These are part of Casa Conect OS. See Plans and billing. If the items appear but are locked, an admin needs to register a card. Matters is also enabled separately for each organization.
The message tells you why. It will be one of these: there is no active subscription, the credits have run out, the organization’s budget or your personal limit has been reached, or the model you picked is not allowed. See AI credits and Model policies.
Check which vault the document is in, and that you are working in the right project. New uploads take a few minutes to become searchable. See Search.
Look under Pending approval at the top of the Inbox. Mail from senders the agent does not recognize waits there. See Sender rules.
The viewer tells you when the page layout is approximate, and names any font it cannot match. See Word documents.

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Security concerns

If you think you have found a vulnerability, or you suspect that someone has accessed your organization, see Reporting a security concern. Casa Conect is software. It does not give legal advice, and the agent’s output does not replace a lawyer’s judgment. For advice on a property contract, Casa Conect Legal, our in-house legal team, can be reached from the home screen.

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Feedback

We read everything. If something is confusing, missing or wrong, in the product or in these docs, write to support@casaconect.ai.