Contact support
What this is
Support is the page in your Cognivo account where you open a ticket and talk to the Cognivo team. Each ticket keeps the whole conversation in one thread, so you can come back later and see what was said and what the current status is.
When to use it
Use it when something did not work the way you expected and the answer is not in these docs. Typical reasons are a credit charge you do not understand, a login or wallet problem, a trace that returned nothing, or a feature request.
Before you open a ticket, try asking Cognivo AI in chat. The Support page says the same thing in a banner at the top: chat answers most questions right away, and a ticket is for when you still need a person.
Where to find it
Sign in to the dApp, then open Account in the sidebar and choose Support. You need to be signed in. Signed out, the page asks you to sign in before it will show or create tickets.
Every ticket in My tickets shows a reference code that starts with COGNI-TKT, the subject you wrote, the category chip, a status chip and when it was last updated. Quote the reference code if you mention the ticket anywhere else.
The status chip is the part to watch. Waiting on our team means the ball is with Cognivo. Waiting on you means the team replied and needs something back from you. Open, Resolved and Closed are the other states you may see.
Opening a ticket
Choose + New ticket to open the composer.
- Pick the Category that best matches what you are asking about.
- Set Priority to show how urgent this is for you.
- Select Add files to attach screenshots or a PDF, up to 5 files and 8 MB each.
- Choose Submit ticket to send it, then watch the Support page for replies.
Category and Priority are dropdowns. The categories are Bug report, Complaint, Billing, Vouchers and rewards, Trace and liquidity, Account access, Announcement content, Feature request, Feedback and Other. Priority is Low, Normal or High, and it tells the team how urgent this is for you.
Write a short Subject, then use the Message box to say what happened and what you expected. Concrete detail helps most: the page or tool you were on, the address or transaction hash you entered, the chain you picked, and the time it happened.
Attachments accept images and PDF files only. Anything else, or a file over the size limit, is refused on the spot with a message saying which rule it broke, so nothing is silently dropped.
Following the conversation
Open a ticket from the list to read the thread. Messages are marked You or Cognivo team, newest at the bottom, with any files you sent listed under Attachments.
The Reply box at the bottom sends another message into the same thread. You can attach files to a reply under the same rules as the first message. If your problem is sorted before the team gets back to you, choose Mark as resolved and the ticket closes itself out.
Reopening a resolved ticket
A resolved ticket keeps its whole history and stays readable. The reply box is replaced by a line reading "This ticket is resolved. Reopen it if you still need help." next to a Reopen ticket button.
Choose Reopen ticket and the thread goes back to an open state with the reply box available again. You do not need to file a duplicate ticket for the same issue.
What to expect back
Replies arrive in the ticket thread, so check the Support page rather than waiting for something elsewhere. If My tickets is empty, it reads "You have not opened any tickets yet.", which means no ticket has been created on this account, not that a ticket was lost. If a ticket you expected will not load, the page says it could not find that ticket. That usually means the reference code in the address is wrong or the ticket belongs to a different account.
Cognivo cannot promise a response time here, and this page does not show one.
Cost
Support tickets are free. Opening a ticket, replying, attaching files, marking a ticket resolved and reopening it never spend credits.
One thing to know
The ticket you are reading is recorded in the page address, so browser back returns you to the list and you can bookmark a specific thread. If you copy that address to someone else, they still need to sign in to your account to see it, so the link is not a way to share a ticket.
What to do next
If your question is about a charge, read Billing and credits first, because it explains which three tools can charge and how the confirmation step works. For the quick answers, see the Frequently Asked Questions, or the specific guides for Login problems, Chat not responding and Trace errors.