AI Desk Support

Before contacting support

Have your AI Desk account/reference, Build or Work Order reference if relevant, approximate timestamp, and a concise description of what happened. Do not send passwords, API keys, OAuth tokens, payment-card data, or other secret credentials by ordinary email.

Existing account or trial identified in error

If registration says an account already exists, the trial was already used, or the identity cannot be resolved and you believe this is incorrect, use Contact Alcoden / Request Identity Review. Include your attempted registration reference, name, business email, organization, and a short explanation. Do not send passwords or secret credentials.

Alcoden can review the match and resolve the registration as an existing client or a genuinely new client without exposing another client's information.

Existing-account or trial-match issue

If registration says an account already exists, the trial has already been used, or an existing client was found and you believe that is incorrect, use the Contact Alcoden / Dispute This Match option presented in registration. The request should carry the registration reference and conflict type automatically so support can review the match without requiring you to re-enter the entire application.

Do not send passwords, secret credentials, or payment-card information. Alcoden may ask for bounded verification evidence needed to determine whether you are a genuinely new client or an existing client/contact using a new identifier.

Free-limit hold

If you have used the monthly free 1,000 ADU and have not added billing authority, new metered actions will pause. Your durable work remains preserved. You may add billing authority or wait for the next UTC monthly free-allowance reset, subject to any other account hold.

Adding billing after a hold

Adding a valid payment method should resume the same AI Desk account. It must not create a second Build or duplicate the client record. Existing Builds, Jobs, Work Orders, Nodes, checkpoints, versions, and evidence remain attached to their existing identifiers.

Usage or billing question

For a usage question, include the billing period and relevant action/reference. Alcoden can review the immutable usage ledger, zero-ADU events, idempotency records, and billing calculation. Billing disputes do not authorize deletion of underlying durable work.

Access or authorization issue

If an action is denied because the account or work authority is not valid, do not retry repeatedly or attempt to bypass the control. Contact support with the affected reference so the authority state can be reviewed.

Service issue

For failed AI Desk actions, provide the approximate time, action type, client-visible error/reference, and whether retrying would risk duplicate work. Internal retries and idempotent duplicates should not create additional ADU under the published schedule.

Privacy or legal question

For privacy matters, use the AI Desk Privacy surface or email aigov@alcoden-os.com. For product terms questions, use the AI Desk Terms surface.

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