Contact Support and Report a Security Issue

Overview

CntX provides self-serve troubleshooting through help.cntx.app and in-app Help links. When documentation is not enough—or you suspect a vulnerability, data exposure, or account compromise—contact the support team directly.

General product questions, billing disputes after using the Stripe Customer Portal, and security reports follow different urgency paths. Security reports are prioritized when they include clear reproduction steps and impact scope.

When to use

• Help articles and quick checks did not resolve a blocking issue.
• Billing portal errors persist after retry and re-login.
• You suspect unauthorized access to a company or workspace.
• You discover a potential security vulnerability in CntX or an integration token leak.

Before you start

• Try the relevant troubleshooting guide first (WordPress publish, crawl jobs, permissions).
• Sign in and note company name, workspace name, and your role if reporting a product bug.
• For billing, attempt Settings → Billing → Customer Portal before emailing.
• For security events, preserve evidence (timestamps, IP alerts) but do not share passwords or full API secrets in email.

Steps

1. Start with the Help Center

1. Click Help in the CntX header (links to help.cntx.app).
2. Search for your symptom (publish failure, stuck crawl, delegation, billing).
3. Follow the guide’s quick checks and note any error codes.

This resolves most setup and configuration questions without waiting on support.

2. Email general support

Send a message to support@cntx.app from your work email.

Include:

Avoid sharing Application Passwords, Stripe full card numbers, or Cognito tokens.

3. Report a security issue

Email support@cntx.app with subject prefix `[Security]` (or clearly mark the message as security-sensitive in the first line).

Include:

1. Description — what you believe is vulnerable or compromised.
2. Impact — who could be affected (your company, clients, public internet).
3. Reproduction — minimal steps or proof-of-concept without exploiting production data unnecessarily.
4. Scope — URLs, workspace IDs, integration type (WordPress, Webflow), delegation if agency-related.
5. Your contact — for follow-up questions.

If you suspect account takeover:

• Ask an ADMIN to review Settings → Users for unknown accounts.
• Rotate WordPress Application Passwords and revoke suspicious integrations.
• Cancel active sessions by resetting password through your identity provider flow if advised by support.

Do not publicly disclose unresolved critical vulnerabilities before CntX acknowledges receipt.

4. Billing and subscription escalations

1. Use Stripe Customer Portal for invoices, payment method, and cancellation first.
2. If portal redirect fails repeatedly, email support@cntx.app with billing owner email and company name.
3. For seat quantity mismatches, list invited users vs billed seats shown in Settings → Billing.

CntX support can correlate Stripe customer IDs with company records—never paste full payment details in email.

5. What to expect

• Auto-replies may reference Help Center articles for common topics.
• Security-tagged mail is routed for prioritized review.
• Engineering may request a short call or sanitized export—provide only what they ask for.
• Feature requests are welcome but may be tracked separately from incidents.

Expected result

• Support can locate your tenant and reproduce or log-match the issue.
• Security reports receive acknowledgment without exposing sensitive details in clear-text threads unnecessarily.
• You get a defined next step: fix deployed, configuration correction, or billing adjustment path.

Tips

• One email thread per incident keeps context intact—reply-all instead of opening duplicates.
• Agency users: specify Owned vs Delegated client when reporting client-tenant bugs.
• After WordPress credential rotation, update Settings → Integrations so publishes succeed again.
• French and English support correspondence is fine—use the language your team operates in daily.

Next step

Return to targeted fixes: Troubleshoot WordPress Publishing, Troubleshoot Stuck Generation or Crawl Jobs, or Resolve Permission and Workspace Context Issues.