Stuck? How to get help from the BrewInTH team: chat, files and LINE
Stuck on BrewInTH? Open a conversation with the team in the console, attach screenshots and logs, use our message template, or message LINE @brewinth.
Your AI has had a few goes at it and the site still won't go live. Or the console tells you to "contact the team", and you're not sure where to go, what to say, or what to attach so the team can help without a long back-and-forth.
This guide walks you through the Talk to support page in the console: starting a conversation, attaching screenshots and log files, and closing it once you're sorted. You'll also get a message template to copy, how to reach us on LINE, and a quick way to tell which problems your AI can fix and which need the team.
In short
💬 Talk to support sits at the bottom of the console menu, and every account can use it, Free included
📎 Attach screenshots, logs or documents: up to 10 files per message, 10 MB each
📝 Give the project, the site address, what you did, what happened and the error copied as text, and the team can help in one go
📱 For a quick question, or if you can't sign in, message LINE Official @brewinth
🔒 Never send passwords, tokens or API keys: you can't delete a message once it's sent
Your AI or the team?
The AI that writes your code is the fastest way to fix that code: it sees every file and can try again straight away. What it can't touch is everything outside the code, such as your account, payments and problems on the platform side. That's what the team is for.
Ask the AI that writes your code
- Bugs in your pages: buttons or forms that don't work, a broken layout
- Releases that fail because of the code: a build error, or an app that won't start
- Errors you see in the project's Logs tab
To describe a bug so the AI gets it first time, see How to report a bug so AI fixes it.
Talk to the team
- Packages, payments, receipts and domain registration
- Messages in the console, or emails from BrewInTH, that tell you to contact the team (examples below)
- A project, database or file you deleted by mistake: deleted items go to the trash, and the team can restore them
- Needing more projects, storage or CPU/RAM than any package offers
- A problem that survives two or three rounds with the AI, when you can't tell whether it's the code or the platform
- The Upload & go live page, which is still in BETA (it has its own button for reaching the team)
Message us on LINE Official
- Quick questions when you're away from your computer
- When you can't sign in, so the support page is out of reach
Messages that mean "talk to the team"
- A message saying it's "on the platform side" and "staff are alerted". Don't ask your AI to change the code. Wait a little and try again; if it keeps coming back, open a conversation.
- "Database setup needs attention. Contact support with the job ID below; do not create another database." Copy the Job ID shown under the message, and don't create a new database.
- A paused mailbox. The Email page says sending to other domains is paused because of unusual bounces or spam. Check the site's recipient list and forms first, then ask the team to resume sending.
- "The SMS could not be sent. Try again or contact support." when you sign up or set a new password. Try once more; if it still fails, message us on LINE.
Where to find the support page
- On a computer: Talk to support is at the very bottom of the menu, under the file storage box and just above Account settings.
- On a phone: tap the menu button (three lines) at the top left first, then scroll to the bottom.
- Or go straight there:
www.brewinth.com/app/support(you need to be signed in).
The page is headed "Talk to the brewInTH team". Your Conversations are listed on the left, most recent activity first; the messages of the one you pick are on the right. Your messages appear on the left side of the chat, the team's replies on the right.
Starting a conversation, step by step
- Press New conversation at the top right.
- In Subject, sum it up in one line: which project, and what's wrong (3 to 150 characters).
- In Message, follow the template in the next section.
- Press Attach files to add screenshots or other files; you can pick several at once.
- Press Send message. The new conversation shows up under Conversations, marked Open.
A good subject lets the team start right away. Compare:
| The team has to ask | The team can start right away |
|---|---|
| Help, my site is broken | shop-demo: release fails after adding the cart page |
| Domain not working | Connected www.example.com, still no HTTPS |
| Question about packages | Need 30 projects: which package fits? |
The team's reply appears in the same conversation on this page. While the page is open, new messages show up within a few seconds, no refresh needed. If you've closed it, open Talk to support again to read the reply.
What to send so the team can help in one go
The team doesn't see your screen. A complete message up front saves a lot of back-and-forth.
Copy this into Message and fill it in:
Project: (the project name in the console)
Site address: (your site's link)
What I was doing: (e.g. sending a new ZIP / connecting a domain / buying a package)
What I expected:
What actually happened:
Error message: (paste it in full)
When: (date and rough time)
Already tried: (e.g. two rounds with the AI / released again)Where to get the error and the log file
- A failed release: open the project › Releases tab › Release history, press View log on the release that failed, then Copy to paste it into your message, or Download for a
.logfile to attach. Include the 8-character code at the start of that row, so the team opens the same release you're looking at. - Upload & go live: when a release fails, the copy button under the reason copies the explanation and the log lines together.
- Messages with a job ID, such as a stuck database setup: copy the ID too.
- Payments: give the date, the package and the amount as shown in Payment history under Plans & billing.
- Things you have to see, like a broken layout: take a screenshot that shows the page and the address bar above it.
What you can attach
- PNG, JPEG, GIF and WebP images show as thumbnails in the chat; click one to see it full size.
- Other files, such as
.log,.txt, PDF or ZIP, show as a name and size; click to download. - Up to 10 files per message, 10 MB each, and 200 MB of attachments per conversation.
- On a computer you can drag files onto the chat; on a phone, tap the paper-clip button and pick photos or files.
- Attachments aren't public links: only people signed in to your account, and the BrewInTH team, can open them.
Follow-ups, closing and reopening
- Reply in the same conversation so the team has the whole story in one place.
- One problem, one conversation. For something unrelated, press New conversation, so the subject matches what's inside.
- Sorted? Press Close conversation; it changes to Closed.
- Back again? Just write in the closed conversation and it goes back to Open by itself, or press Reopen.
- Up to 30 open conversations at a time. Past that you'll see "Too many open conversations; close older ones first".
- Messages can run to 10,000 characters, and your line breaks are kept. Attach longer logs as a file.
Reaching us on LINE Official @brewinth
BrewInTH's LINE Official account is @brewinth. Add it from the link at the bottom of the support page, from the Contact us page, or by opening line.me/R/ti/p/@brewinth on your phone.
- Good for quick questions when you're away from your computer, or when you can't sign in.
- Give your username and the project name so the team finds your account faster. If you've already opened a conversation in the console, mention its subject too.
- Long logs or several files are better sent on the support page, where everything stays together in one conversation tied to your account.
The Contact us page also lists a phone number for office hours, an email address for matters that need documents, and the company's address.
Need more than any package offers? Send an Enterprise request
If you need more projects, storage, bandwidth or CPU/RAM than the packages on sale, send an Enterprise request from the console.
- Open Plans & billing and scroll to the Enterprise card (priced "Custom").
- Press Talk to the team on that card.
- Fill in what you know, such as Company / team, Projects, File storage, Bandwidth per month, Databases, CPU / RAM per project and Needed by. Contact (name, email/phone) is required.
- Press Send request.
The request becomes a new conversation on the support page, tagged Enterprise. The team proposes a package and a price for your case and replies there (and by recovery email if you added one). Not sure a regular package is enough? Compare them in Which BrewInTH plan should you choose?
Watch out: keep secrets out of the chat
You can't delete a message or a file once it's sent, so check three things first:
- Messages: no passwords, AI tokens, API keys or database passwords.
- Screenshots: crop or cover anything that shows a password or token before you attach it, for example shots of AI connections or values in App settings.
- ZIP files of your code: take out
.envand any file holding passwords.
If one slips through, change it right away: issue a new API key with that provider, or press Revoke on that token under AI connections, then tell the team in the same conversation. More on keeping keys safe: Keep API keys and passwords safe with project secrets.
FAQ
Can I talk to the team on the Free package?
Yes. The support page is open to every account, whatever the package.
There's a "!" next to a file I attached
That file is over 10 MB. Press the X on it to remove it before you send, then make it smaller: crop the screenshot to the part that matters, or keep only the end of the log with the error. If you see "This conversation's attachments exceed 200 MB in total.", start a new conversation and mention the old one's subject in it.
I can't sign in. How do I reach the team?
On the sign-in page, try Forgot your password? Verify with an OTP or Forgot your username? Send it to my recovery email first. If you still can't get in, or the code never arrives, message LINE Official @brewinth or use another channel on the Contact us page.
Can my AI open a conversation for me?
No. The support page only works while you're signed in to the console, and the token your AI uses to deploy can't open conversations. Your AI can draft the message from the template above, though: you paste it in, check there's no password or token in it, and send it.
Summary
Code problems go to your AI. Account matters, payments, things you deleted and any message that says to contact the team go to the support page: a subject with the project and the problem, a message that follows the template, a screenshot or log file attached, and the reply comes back on the same page. For quick questions, LINE @brewinth works too. For real screenshots step by step, open User guide › Talk to our team in the console.