> ## Documentation Index
> Fetch the complete documentation index at: https://help.casaconect.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Get help

> How to reach Casa Conect support, what to include so that we can help quickly, and where to look first.

## Contact support

Write to **[support@casaconect.ai](mailto: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.

### 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

<Warning>
  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.
</Warning>

## Look here first

<AccordionGroup>
  <Accordion title="I can't sign in, or the code doesn't arrive">
    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.
  </Accordion>

  <Accordion title="I don't see the agent, Matters or Projects">
    These are part of **Casa Conect OS**. See [Plans and billing](/admin/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.
  </Accordion>

  <Accordion title="The agent says it can't continue">
    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](/admin/ai-credits) and [Model policies](/models/model-policies).
  </Accordion>

  <Accordion title="The agent can't find a document">
    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](/documents/search).
  </Accordion>

  <Accordion title="An email to the agent didn't arrive">
    Look under **Pending approval** at the top of the Inbox. Mail from senders the agent does not recognize waits there. See [Sender rules](/inbox/sender-rules).
  </Accordion>

  <Accordion title="A share link doesn't work">
    Links expire, and they are replaced whenever they are resent or regenerated. Only the most recent one works. Ask the person who shared it for a fresh link. See [Share links](/shared-spaces/share-links).
  </Accordion>

  <Accordion title="A Word document looks different in the viewer">
    The viewer tells you when the page layout is approximate, and names any font it cannot match. See [Word documents](/documents/word-documents#fonts-and-page-layout).
  </Accordion>
</AccordionGroup>

## Security concerns

If you think you have found a vulnerability, or you suspect that someone has accessed your organization, see [Reporting a security concern](/security/responsible-disclosure).

## Legal advice

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.

## Feedback

We read everything. If something is confusing, missing or wrong, in the product or in these docs, write to [support@casaconect.ai](mailto:support@casaconect.ai).