Support
Get help
Most problems are fixed in a minute by the built-in doctor or the guides below. If you're still stuck, a person reads every email.
Start here
Run the doctor
It checks the gate, the hooks for every agent it finds, and your sign-in, and repairs the common local issues: a wedged gate, an orphaned process, a stale loopback token.
mergen-server doctor --fixRead the guides
FAQ
How the gate works, what it blocks, latency, privacy, plans, and how it differs from monitoring tools.
Read the FAQ →Troubleshooting
Hook not firing, gate unreachable, HITL buttons rejected, and how to recover from each.
Open the guide →System status
Check whether the problem is on Mergen's side (the account and policy API, or the npm package).
View status →Contact a person
Email us
Support, bug reports and feature requests all go to the same inbox. The button opens a draft with the details we'll ask for.
Write to supportomer@mergen.appInclude, so we can answer in one reply:
- Your plan
- The command or tool call involved
- The output of
mergen-server doctor
Response times by plan
| Plan | Channel | First response |
|---|---|---|
| Free | Best effort | |
| Team | Within 24 hours on business days | |
| Business | Same day on business days |
The gate decides the same way on every plan (on Free, enforcement pauses past 1,000 tool calls a month). Your plan only changes how fast a person gets back to you.