Support
Ask a person.
Support is by email, from the people who built the platform. Write to support@jiayang.cloud.
Is it just me?
Check jiayang.cloud/status first. Incidents affecting the platform are posted there as they happen, with updates until they are resolved. If the status page shows nothing wrong and your app still isn't answering, write to us.
What to include
The more of this you send in the first message, the fewer round trips there are:
- The workspace and app (
workspace/app) and, if it's about a request, the app's address and the path. - What you did, what you expected, and what happened instead: the exact error text, and the time it happened, with your time zone.
- For a deploy, the output of
jiayang deploy, andjiayang detectif the problem is what it decided to build. - For an access problem, who was trying to get in (their email address or the token's name) and what the audit log shows for that request.
- Never a bearer token, a secret value, or a sign-in code. We never need them and we will ask you to revoke any you send.
Write from the email address on your account, so we know it's you. For billing questions the workspace owner needs to write.
What each plan gets
| Plan | Channel | First reply |
|---|---|---|
| Free | Community: GitHub issues for the CLI, SDKs and docs; the email address above for account and billing problems | Best effort. We read everything; we can't promise when we'll answer |
| Team | Within 2 business days | |
| Business | Priority email, with [Business] in the subject | Within 1 business day; within 4 hours for an outage affecting your workspace |
Business days are Monday to Friday, excluding public holidays in Singapore. A security report goes to security@jiayang.cloud and is handled on its own track, whatever your plan; see the Security page.
Things you can do without us
- Someone can't get in. Check the audit log for their request: it says why it was denied. Check the app's sharing list, and that they signed in with the address it was shared with.
- A deploy failed.
jiayang detectsays what it will build and why;jiayang.jsoncan override it. The docs cover each framework. - A limit was hit. The message names the limit and the plan that lifts it, for example "Team allows 25 apps". The workspace's Billing tab shows where you are against every limit.
- Change a plan. The workspace's Billing tab. An upgrade is charged now, pro rata; a downgrade applies at the renewal, with the renewal invoice at the new price, and can be undone until then.
- Update a card, get an invoice, cancel. Billing tab → Manage subscription, which opens Stripe's portal; invoices live there. See the refund policy.
- Export or delete a workspace, or delete your account. Workspace Settings → Export, and the account menu. Export is on every plan; an app's database is exported from the app's Settings tab → Database export, or with
jiayang db export. Deleting an app or a workspace is immediate and permanent, so export first. - Test locally.
jiayang devputs the platform's door in front of your app on your machine, signing real tokens.
Other addresses
- Security reports: security@jiayang.cloud
- Privacy requests: privacy@jiayang.cloud
- Anything else, including questions about the terms or a bigger plan: support@jiayang.cloud