Troubleshooting
Contacting support
What to put in an email so it can be answered in one reply, what we can and cannot see from our side, and roughly what to expect back.
On this page
Email support@nemilab.com. It is read by the people who build Nemi, which is why a report with the right details in it usually ends in one reply rather than four.
What to put in the email#
- The email address on your account. Write from it if you can. If you have two addresses, say which account you mean.
- What you were trying to do, in one sentence.
- What happened instead, including the exact wording of any message. A screenshot of it is better than a description of it.
- When, roughly, with your timezone. "Yesterday around 16:00 CET" is enough and it matters more than you would think.
- The link, or the name of the file or document. A share link is the single most useful thing you can include.
- Your browser and operating system, and whether it also happens in another browser or a private window. That one test separates half of all reports into two very different piles.
Reporting from inside Nemi#
There is a Send feedback button in the sidebar, just above the storage meter, and the same thing opens from the command menu. It asks whether you are reporting a bug or suggesting an idea, and it lets you attach up to three files: images up to 10 MB, and MP4 or MOV recordings up to 50 MB. A short screen recording of a bug is worth a long paragraph about it.
A bug report can carry a diagnostics attachment: your account, your browser and window size, and the recent errors your browser recorded on the page. You can expand it and read exactly what would be sent before sending it, and you can switch it off and still submit the report. If you do not see the button at all, it has not been switched on for your account yet, and email works just as well.
What we can see from our side#
| We can see | We cannot |
|---|---|
| Your plan, your storage use and what your account was refused and why. | Read the contents of your files. They are not read by humans except with your explicit consent for a specific support request, where it is necessary to investigate abuse, or to comply with the law. |
| Which files, folders, documents and links exist, and when they were made. | Open a vault. We hold ciphertext and have never held the key. If the passkey and passphrase are gone and the recovery code with them, nobody can recover those files, including us. |
| Whether a share link is live, expired, revoked or out of downloads, and its opens and downloads. | Produce a recording of a meeting. Audio and video never reach a server of ours, so there is nothing to produce. |
| Whether an email we sent was accepted for delivery. | Tell you somebody else's password on a link or a meeting. Ask the person who set it. |
| Recent server-side errors, within the retention above. | Undo an account deletion. Deleting an account deletes the files at that moment, permanently. |
What we keep, for how long and who can reach it is set out in specifics in the privacy policy. It is worth a look before asking what we know: it names the columns rather than speaking in general terms.
What to expect#
- An ordinary question or bug report gets a human reply by email. Complicated ones may come back asking for one more detail, which is what the checklist above is designed to avoid.
- A privacy request, such as access, correction, deletion or a copy of your data, is answered within one month, as the GDPR requires. We may ask you to verify your identity first.
- A file wrongly blocked by the malware scanner is reviewed by a person. Say which file, and we will look.
- If your organisation needs a signed copy of the data processing agreement for its records, ask and we will send one. The DPA applies automatically either way.
Before you write, in case it is one of these#
I cannot sign in
Codes, passkeys, the waitlist and a browser that keeps signing you out.
Read itAn upload or download failed
Which limit was hit, and what the message means.
Read itMy document will not save
What the chip means, and what to do before closing the tab.
Read itMy files disappeared
Free accounts expire files 30 days after upload. Trash keeps things 30 days.
Read itRelated
Still stuck? Email support@nemilab.com and tell us what you were trying to do.