Contact Support

ClawHQ provides dedicated support through an integrated ticket system built right into your dashboard. Whether you have a configuration question, need help with a channel integration, or are experiencing a service issue, our support team is here to help.

How to Reach Support

All support requests are handled through the in-dashboard ticket system. This ensures your request is linked to your account, VPS, and configuration details automatically, which helps our team resolve issues faster.

Creating a Support Ticket

1. Open your ClawHQ dashboard and navigate to Support in the sidebar
2. Click New Ticket in the top-right corner
3. Select a category that best describes your issue (e.g., VPS, Channels, Agents, Billing, Account, Other)
4. Write a clear subject line summarizing the problem
5. Provide a detailed description (see below for what to include)
6. Click Submit Ticket to send it to our team

Once submitted, your ticket appears in the Support page with a status indicator. You'll receive updates as our team reviews and responds to your request.

What to Include in Your Ticket

The more detail you provide upfront, the faster we can diagnose and resolve your issue. Here's what to include for the most effective support experience:

Issue Description

• What happened: Describe the problem clearly. What were you trying to do, and what went wrong?
• When it started: Note when you first noticed the issue. Was it after a specific action, or did it appear suddenly?
• Frequency: Does the problem happen every time, intermittently, or was it a one-time occurrence?

Steps to Reproduce

If the issue is reproducible, list the exact steps someone would follow to encounter the same problem. For example:

1. Navigate to the Agents page
2. Click Deploy on the "Support Bot" agent
3. Wait for the deployment to complete
4. Observe the error message that appears

Error Messages & Screenshots

• Error messages: Copy the full text of any error messages you see. Include error codes if they are displayed.
• Screenshots: Attach screenshots of the error, the page state, or any unexpected behavior. Screenshots dramatically reduce back-and-forth communication.
• Browser console errors: If you are comfortable opening browser developer tools (F12 or Cmd+Option+I), check the Console tab for red error messages and include those as well.

Environment Information

• Browser: Which browser and version you are using (e.g., Chrome 120, Firefox 121, Safari 17)
• Device: Desktop, tablet, or mobile
• Operating system: Windows, macOS, Linux, iOS, or Android
• Network: If the issue involves connectivity, mention whether you are on a corporate network, VPN, or standard home connection

Response Times by Plan

ClawHQ offers tiered response times based on your subscription plan. Response time is measured from when the ticket is submitted to when a support engineer sends the first meaningful reply (not an automated acknowledgement).

Ticket Lifecycle

Once you submit a ticket, it moves through the following statuses:

• Open: Your ticket has been submitted and is waiting for a support engineer to pick it up
• In Progress: A support engineer is actively working on your issue
• Waiting on Customer: We've replied and need additional information from you to continue
• Resolved: The issue has been addressed. You can reopen the ticket if the problem recurs
• Closed: The ticket is finalized. You can always create a new ticket if a related issue arises

You'll see the current status on the Support page, along with the full conversation thread for each ticket.

Common Self-Service Fixes

Before creating a ticket, try these quick fixes for the most common issues. Many problems can be resolved in under a minute without waiting for support.

VPS or Agent Not Responding

1. Navigate to the VPS page and check the server status
2. If the status shows Stopped, click Start to bring the server back online
3. If the server is running but agents are unresponsive, try clicking Restart to restart the OpenClaw services
4. Wait 30 seconds after restarting, then test your agent again from the Chat page

Channel Disconnected

1. Go to the Channels page and check the status of the affected channel
2. Click Test Connection to verify connectivity
3. If the test fails, try disconnecting and reconnecting the channel with fresh credentials
4. For WhatsApp, you may need to re-scan the QR code if the session expired

Agent Deployment Failed

1. Ensure your VPS is in Running status before deploying
2. Try undeploying the agent first, wait 10 seconds, then deploy again
3. If the error persists, check the Agents page for specific error messages and include them in your support ticket

Slow or Degraded Responses

• Check the Models page to see the health status of your current AI model
• Try switching to a different model temporarily to rule out model-specific issues
• Check the VPS resource usage on the dashboard overview — high CPU or memory usage can cause slowdowns

Billing or Payment Issues

• Visit the Billing page to review your current plan, payment history, and upcoming invoices
• If a payment failed, update your payment method and retry
• For refund requests or billing disputes, create a support ticket with the category set to Billing

Escalation

If your issue is not resolved within the expected response time for your plan, you can escalate by replying to the existing ticket with the word "escalate" in the message. This flags the ticket for senior engineering review and increases its priority.

Enterprise customers have a dedicated escalation path and can request a live call with a support engineer directly through their ticket.

Helpful Resources

Before creating a ticket, these resources may already have the answer you need:

• Frequently Asked Questions — Answers to 25+ common questions about ClawHQ
• Quick Start Guide — Step-by-step setup from sign-up to first message
• VPS Management — Server controls, status monitoring, and troubleshooting
• Channels Documentation — Setup guides for all supported messaging platforms
• Agents Documentation — Agent deployment, configuration, and management
• AI Models — Model switching, fallback configuration, and performance
• Plans & Pricing — Detailed feature comparison across all tiers
• Account Settings — Profile, password, data export, and account management