# Support

> How to reach the MMW team, what to include in a request so we can help quickly, and what never to send.

On this page you will learn:

1. where to write;
2. how the Telegram support chat works;
3. what to include in a request and what never to send.

## Where to write

**support@mmwhub.tech** — for anything: connection errors, payments, organization activation and pilots, data deletion, consent withdrawal.

Write from the email your account is registered with: it helps us find the account faster, and data deletion requests are accepted from that address.

## Telegram support chat

If you linked the [MMW Telegram bot](/clients/telegram/), a support person may message you through the bot or offer to open a support chat.

- The chat opens **only after you agree**: the bot asks, and you answer with "Yes" or "No".
- While the chat is open, your messages go to support and **are not saved to memory**.
- The chat closes by itself after 24 hours without messages, or when you send `/unlink`.

## What to include

The more precise the description, the faster the answer. A good request looks like this:

```text title="Sample email"
Subject: 401 in Cursor after rotating my key

Client: Cursor, connected via mmw-agent 0.1.4
What I did: clicked Rotate in the account, pasted the new key into ~/.cursor/mcp.json, restarted Cursor
Expected: MMW tools work
Got: 401 on every search call
When: 2026-10-05, around 14:20 UTC
request-id from the response: (if any)
Output of mmw-agent status: (without the key)
```

Checklist:

- **client** — Claude Code, Claude Desktop, claude.ai, ChatGPT, Cursor, Codex, VS Code, other;
- **connection method** — mmw-agent and its version, or a direct HTTP connection;
- **what you did, what you expected, what you got** — the full error text;
- **time** of the error, with time zone;
- **request-id**, if the response has one;
- **space** — personal or organization (name), if the question is about an organization;
- **URL** of the account page, if the error is in the account.

**Never send your API key** — not in full, not in part, not in a screenshot. MMW staff do not need your key to investigate. Do not send memory content, passwords or tokens either. If a key ends up in an email or chat anyway, rotate it in the account right away.

## Check these first

Many problems take a minute to fix:

- the agent does not see the tools — run `mmw-agent status` with the same `MMW_API_KEY` and restart the client; see [Agent troubleshooting](/agent/troubleshooting/);
- an unfamiliar error code — see [Errors](/reference/errors/);
- the agent stopped saving but still finds old records — your subscription may have expired; see [Plans and billing](/account/plans-and-billing/);
- "Your access to this organization has expired" — contact your organization's admin, not support.

## Correspondence and your data

Support correspondence — emails and Telegram chat messages — is kept for 3 years to provide support and resolve disputes, then deleted automatically. See [Data and deletion](/account/data-and-deletion/).

## Next steps