01 / Start here
Use the account portal
Open authenticated support to create a case, choose an affected device or release, and attach only the safe diagnostics the portal exposes. This keeps the case tied to your Minibot identity and the records the team can actually verify.
02 / Include
Send the details we can verify
Include the affected device or release, payment reference when billing is involved, what you expected, and what happened instead. For setup questions, the guide covers the normal path before you open a case.
Device
Platform, architecture, and client version
Release
Version, channel, and the visible failure
Payment
Polar provider reference only
03 / Never send
Keep secrets out of support
Minibot support does not need passwords, cookies, access tokens, private keys, recovery phrases, browser profiles, or full browser logs. Redact anything sensitive before sharing a screenshot or diagnostic reference.
04 / Verify
Separate service health from account state
The health endpoint reports the public site service status. It does not prove that an account, payment, entitlement, or download is valid; those are checked in the authenticated portal. If downloads are the issue, use the download page to return to the protected flow.