> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.messageblue.ai/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.messageblue.ai/_mcp/server.

# Support

Most problems have a known cause, so start with the page that matches your symptom — you will usually get an answer faster than a support round trip.

## Start here

#### [Something in the dashboard](/troubleshooting)

Sign-in, apps, numbers, messages not sending, the AI agent not replying.

#### [Webhooks not arriving](/failed-webhooks)

Failed deliveries, retries, and how to replay them.

#### [Zapier](/zapier-messageblue-integration-troubleshooting)

Every connection error the integration returns, and the fix for each.

#### [HubSpot](/hubspot-messageblue-integration-troubleshooting)

Connection status meanings, authorization failures, and threads not syncing.

> **Note**
>
> Before anything else, check your **Mac agent is online** — the green indicator on your [dashboard](/dashboard#phone-numbers). An offline agent is the single most common cause of "messages stopped working", and it produces confusing symptoms: outbound calls are accepted and nothing is delivered.

## Contact MessageBlue

#### [Email support](mailto:support@messageblue.ai)

[support@messageblue.ai](mailto:support@messageblue.ai) — for account, billing, and anything you could not resolve above.

#### [Dashboard](https://app.messageblue.ai)

app.messageblue.ai — your apps, numbers, agent and usage.

#### [API console](https://api.messageblue.ai/docs)

Try a real, signed API request against your own app.

## What to include

A ticket with these lands on the right person immediately; one without them costs a round trip before anyone can even look:

#### Your App ID

From [Settings → API & secrets](/settings#api-and-secrets). It identifies which app to look at, and it is safe to share.

#### What you expected, and what happened

Including the exact error text or code if there was one. Screenshots of the error are useful; screenshots of a whole screen usually are not.

#### When it happened, with a timezone

Roughly is fine — "around 14:30 BST on 12 August". Logs are searched by time, so a timezone turns a guess into a lookup.

#### Which direction failed

Inbound (a customer's message never arrived), outbound (your reply never landed), or setup/connection. These are different systems, and knowing which one halves the search.

> **Warning**
>
> **Never send a secret.** Support never needs your App Secret, Zapier secret, webhook signing secret, or any HubSpot credential. Sharing one means it has to be regenerated, which breaks every live integration using it. Your **App ID** and **Portal ID** are identifiers, not credentials — those are fine to send.

## Reporting a documentation problem

If a page here is wrong, out of date, or missing the thing you needed, say so in the same email and include the page URL. That includes the [API reference](/api-reference) and the [SDKs](/client-sdks) — both are generated from one specification, so a mismatch between them is a real bug worth reporting rather than something to work around.