Most things you can sort out yourself in a minute — and when you need a person, you get one. Start with the in-app help and the common fixes below, then reach out if you're still stuck.
Cuttlefish is one product with two ways to run it, so support follows the same line. Pick the path that matches how you use it.
For sign-in trouble, models and connections, billing on your personal plan, or anything in the desktop app, email [email protected]. Include what happened, what you expected, and which system you're on. The common fixes below clear up most cases before you even need to write in.
If you run Cuttlefish for an organization — single sign-on, adding people, roles, connected internal systems, or plan and usage questions — start at Enterprise and reach us through the same support mailbox. Active pilots and deployments get a named contact who already knows your setup, so you're not re-explaining it each time.
We read every request and reply in the order they arrive. Tell us how urgent it is and what's blocked, and we'll match the response to that. Enterprise pilots and deployments are handled through their named contact, so production issues don't sit in a general queue.
Cuttlefish has a built-in way to gather exactly the details we'd ask for — already cleaned of anything private. Run through this first, and your message gets a faster answer.
Go to the Settings tab and find Help & Support. From there you can copy a ready-made report of what Cuttlefish needs to look into an issue — your version, your system, and recent activity — without you hunting for any of it by hand.
The report you copy is cleaned before it leaves your machine. Private details are hidden right on your own device, so what you share describes the problem without exposing your content. Paste it into your email to us and we can usually pinpoint the cause from that alone.
Please don't paste in your AI provider keys, sign-in passwords, sign-on or invite tokens, or the raw contents of your files. We never need them, and the copied report is built so you don't have to. If in doubt, send less — a clear description beats a screenshot full of secrets.
A short answer to each of the usual snags, with a link to where you finish the job.
First, make sure you have a current build. Cuttlefish updates itself from Settings, but a fresh install clears most launch trouble. Grab the right version from the download page, and check the release notes to confirm what changed in your version.
If sign-on can't discover your workplace, your admin may still be finishing setup, or the sign-on link is missing its setup details. Setup is completed inside the app — see enterprise setup for what a safe handoff looks like, and ask your admin to confirm sign-on is connected.
Invitations and setup links are time-limited on purpose, and they open inside the app rather than the website. If yours has lapsed, ask the person who sent it for a fresh one. The invite and enterprise setup pages explain how the handoff works.
You bring your own models. Open Settings → Providers, add the provider, and use the Test step to confirm the connection before you save. Your keys stay in your computer's secure store. For models that run on your own machine, point Cuttlefish at your local setup the same way.
That's working as intended. Anything with real consequences pauses and shows a clear card before it happens — you can allow it, deny it, change it, or run a safe trial first. Nothing consequential moves until you say so, and you can approve from your phone when you're away from your desk.
Open Settings → Connections to see whether each connected tool is healthy and turn one off and back on. For desktop and tool readiness, My Environment shows what Cuttlefish can reach and proves it's ready before acting. Re-running setup for a single connection usually clears a stuck one.
For deployments, sign-on, governed connections, and the proof your reviewers expect, talk to the team that handles rollouts — and read up on how the controls and data handling work first.
One mailbox for support, plus the two pages worth checking on your way there.
For anything the steps above didn't resolve, write to [email protected]. Paste in the report you copied from Help & Support, tell us what you expected to happen, and note how urgent it is. That's usually all we need to get you moving again.
If something feels slow or unreachable, the status page is the fastest way to tell whether it's on our side. Check there before you write in — if there's a known issue, you'll see it, and you won't have to wait on a reply to know what's happening.
A lot of "how do I…" answers itself in the documentation: connecting models, building on the canvas, setting up the browser, approvals, and keeping work private. It's written in plain language for people who don't write code, so it's worth a look first.