Support FAQ

This page answers common EtherAssist support questions and gives first-response steps before raising a ticket.

Before you begin

• Sign in with an account that has access to this area.
• Confirm the organisation, tenant, or source material you need to work with.
• Keep customer data, secrets, and screenshots within your organisation's handling policy.

Prerequisites

• Confirm which account and organisation you are using.
• Capture the approximate time of the issue and the affected feature.
• Do not include passwords, access tokens, private keys, or unrelated personal data in support notes.

Account and access

I cannot access EtherAssist after being added

Ask an administrator to confirm your account is active and belongs to the correct organisation. Then sign out and sign back in to refresh access.

Can support resend an invite?

Support or an administrator should first confirm whether the user already has an account, whether the invite is still pending, and whether the email address matches the intended account. In some cases, the correct action is direct sign-in rather than sending a new invite.

Features and responses

I cannot see a model or feature

Your organisation may have disabled the feature, your plan may not include it, or your role may not allow it.

A response looks wrong

Do not use the output blindly. Provide feedback, refine the prompt with more context, or ask for a reviewed version with assumptions and evidence separated.

An export does not look right

Try a different export format, check whether the source response contains malformed tables, and contact support if the same issue repeats.

Billing and subscription

How do I subscribe to EtherAssist?

You can subscribe through the EtherAssist website, Azure Marketplace where available, or an approved partner channel.

Is there a trial version available?

Trial availability can vary by plan and route to market. Check the current subscription flow or contact support for the latest options.

Raise a support request

Include:

• Affected account and organisation.
• Feature or page where the issue occurred.
• Error message or screenshot, if safe to share.
• Time and timezone of the issue.
• Whether the issue reproduces in another browser or account.

Expected result

Support has enough customer-safe context to triage the issue without requesting secrets or unnecessary personal data.

Tips

• Keep names, prompts, and configuration values specific to the task you are performing.
• Check role, subscription, region, and tenant policy when a feature is not visible.

Troubleshooting

Next steps

• Data protection in EtherAssist
• Service health