Start with the docs, changelog and status page. Most issues are a known fix or a recent release. If you still need us, we're one email away.
- Docs
- docs.mongoqui.com
- Changelog
- /changelog
- Community
- Discord · soon
Try these before you write.
Ninety percent of the tickets we see have a published answer or a recent fix. These three channels resolve most issues without opening a ticket.
What you should actually expect.
Concrete numbers, not "premium support". Severity 1 on Ultimate gets 24/7 on-call coverage. Everyone else works UAE business hours, Sunday through Thursday.
Need a higher SLA or custom terms? Talk to sales →
Before you write us. Try these in order.
Ninety percent of tickets we see are one of these six things. They take under three minutes end-to-end, and if none of them fix it, the output makes our reply twice as fast.
- 01
Check your version.
Open Help → About and confirm you're on the latest. Current shipping version: 0.1.0.
- 02
Check for updates.
Help → Check for updates. Auto-update runs silently; a hard check can surface a blocked download.
- 03
Reconnect to your database.
Close the connection tab and re-open it. Many transient issues are refresh-token related.
- 04
Clear the connection cache.
Settings → Connections → Clear cache flushes stale metadata without losing saved credentials.
- 05
Export logs.
Help → Export logs bundles desktop + sidecar logs into a zip. Attach this. It dramatically speeds up our reply.
- 06
Try the web app.
app.mongoqui.com uses the same cloud backend. Works there but not on desktop? The issue is local. Fails in both? It's us.
Include the fields below. We won't have to ask twice.
Copy the template, fill in the blanks, attach a log export, and send it to support@mongoqui.com.
Subject: Bug report: <one-line summary> MongoQUI version: 0.1.0 (Help → About) OS + version: macOS 14.4 (or Windows / Linux) Build channel: stable (or nightly) ## What I did 1. Open the app 2. Connect to cluster X 3. Run query Y ## What I expected A filtered result set. ## What happened The app hung for 20s, then returned an empty array. ## Evidence - Screenshot: <attach> - Log export: <Help → Export logs, attach zip> ## Extra Anything weird in the environment: VPN, custom TLS, airgapped proxy, etc.
Security issues go to a different inbox.
Don't open a public ticket or community thread. Email security@mongoqui.com. We follow a 90-day coordinated-disclosure policy. Full details on the Security page.
The tickets we see every week.
None of these fit? support@mongoqui.com. Include a log export and we'll take it from there.
Still stuck? support@mongoqui.com.
One inbox, staffed by the people who wrote the code. Attach a log export and we'll triage within the SLA for your plan.