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Contacting Support ​

Get help from the Civra team and community.

Support Channels ​

1. Documentation (Start Here) ​

Search our comprehensive docs first:

Search Docs →

Popular Docs:

By Topic:

2. Community Discord (Fastest) ​

Join our active community for real-time help.

Discord Server →

Channels:

  • #help - General questions
  • #web3-dev - Web3 development
  • #smart-contracts - Contract help
  • #bug-reports - Report bugs
  • #feature-requests - Suggest features

Response Time: Usually < 30 minutes during business hours

Best For:

  • Quick questions
  • Community advice
  • Live troubleshooting
  • Networking

3. Email Support ​

For account issues and detailed support.

support@civra.dev

Include in Your Email:

Subject: [Brief description of issue]

Body:
1. Account email: your@email.com
2. Issue description: [Detailed explanation]
3. Steps to reproduce: [If applicable]
4. Project ID: [If project-specific]
5. Screenshots: [Attach if helpful]
6. Browser/OS: Chrome 120 / macOS 14

Response Times:

PlanResponse TimeSupport Hours
Free3-5 business daysEmail only
Starter2-3 business daysEmail only
Builder1-2 business daysEmail + Discord priority
Pro<24 hoursEmail + Discord + Slack
Elite<4 hours24/7 + Phone + Dedicated

Best For:

  • Account issues
  • Billing questions
  • Detailed technical problems
  • Security concerns

4. GitHub Issues ​

For bug reports and feature requests.

github.com/civra/civra/issues

Bug Report Template:

markdown
**Bug Description:**
[Clear description]

**Steps to Reproduce:**
1. [First Step]
2. [Second Step]
3. [See error]

**Expected Behavior:**
[What should happen]

**Actual Behavior:**
[What actually happens]

**Environment:**
- Browser:
- OS:
- Plan:
- Project ID:

**Screenshots:**
[If applicable]

Feature Request Template:

markdown
**Feature Description:**
[What you want]

**Use Case:**
[Why you need it]

**Proposed Solution:**
[Your idea for implementation]

**Alternatives:**
[Other approaches considered]

Best For:

  • Bug reports
  • Feature requests
  • Open source contributions
  • Public discussions

5. Live Chat (Pro & Elite) ​

Real-time chat with support team.

Available in Dashboard

  • Click chat icon in bottom right
  • Connected to support team
  • Available business hours (9am-6pm UTC)

Response Time: < 5 minutes

Best For:

  • Urgent issues
  • Complex problems
  • Account help
  • Sales questions

6. Video Call (Elite Only) ​

Schedule video calls with support engineers.

Book Call →

Available:

  • 30-minute sessions
  • Screen sharing
  • Pair debugging
  • Architecture review

Best For:

  • Complex debugging
  • Architecture planning
  • Optimization help
  • Team training

7. Dedicated Slack (Enterprise) ​

Private Slack channel with your team and Civra support.

Features:

  • Direct line to support engineers
  • Shared channel with your team
  • Priority response
  • SLA guarantees

Included With: Elite plan

Contact: enterprise@civra.dev

Support by Issue Type ​

Account & Billing ​

Channel: Email preferred

Common Issues:

Self-Service:

  • View invoices: Settings → Billing → Invoices
  • Update payment: Settings → Billing → Payment Method
  • Change plan: Settings → Billing → Change Plan

Technical Issues ​

Channel: Discord for quick help, Email for complex issues

Common Issues:

  • AI not responding → Check credits, try Discord #help
  • Preview not loading → See Troubleshooting
  • Deployment failing → Check logs, ask Discord #help
  • Code errors → Share in Discord with code snippet

Before Asking:

  1. Check Troubleshooting Guide
  2. Search FAQ
  3. Look in Discord #help history

When Asking:

  • Describe what you're trying to do
  • Share error messages
  • Include code snippets (use Discord code blocks)
  • Mention what you've tried

Web3 & Smart Contracts ​

Channel: Discord #smart-contracts or #web3-dev

Common Issues:

  • Wallet won't connect → Check MetaMask, see docs
  • Transaction failing → Check gas, balance, permissions
  • Contract error → Share error message and contract code
  • Gas too high → Ask for optimization tips

Resources:

Credits & Usage ​

Channel: Email or Live Chat (Pro+)

Common Issues:

  • Credits not working → support@civra.dev
  • Unexpected charges → billing@civra.dev
  • Need more credits → Upgrade plan or request quote
  • Credits didn't reset → Check billing date

Self-Service:

  • Check balance: Dashboard → Usage
  • View history: Settings → Usage → History
  • Set alerts: Settings → Usage → Alerts

Feature Requests ​

Channel: GitHub or Discord #feature-requests

How to Request:

  1. Check if already requested (GitHub issues)
  2. Describe use case clearly
  3. Explain why you need it
  4. Suggest implementation if you have ideas

Popular Requests:

  • Vote on existing requests (GitHub reactions 👍)
  • High-voted features prioritized
  • Get updates when implemented

Security Issues ​

Channel: Private email ONLY

security@civra.dev

For:

  • Security vulnerabilities
  • Privacy concerns
  • Suspected breaches
  • Account compromise

Do NOT:

  • Post publicly
  • Share in Discord
  • Create GitHub issues

We Will:

  • Respond within 24 hours
  • Investigate thoroughly
  • Fix vulnerabilities
  • Credit responsible disclosure

Emergency Support ​

Critical Issues (Elite Plan) ​

What Qualifies:

  • Production down
  • Data loss
  • Security breach
  • Payment processing broken

Contact:

Response: < 1 hour, 24/7

For Everyone Else ​

Use:

  • Discord for urgent help (community responds fast)
  • Email with "URGENT" in subject
  • Check status page

Self-Service Resources ​

Knowledge Base ​

Popular Articles:

Video Tutorials ​

YouTube Channel →

Playlists:

  • Civra 101 (Basics)
  • Smart Contracts
  • DeFi Development
  • NFT Projects
  • DAO Building

Community Resources ​

Community Forum →

  • Ask questions
  • Share projects
  • Find collaborators
  • Learn from others

Blog →

  • Tutorials
  • Case studies
  • Best practices
  • Platform updates

Response Time Expectations ​

Free Plan ​

Email: 3-5 business days Discord: Community support (varies) Best Practice: Use Discord for faster help

Starter Plan ​

Email: 2-3 business days Discord: Community + team monitors Best Practice: Discord for quick Q&A, email for account issues

Builder Plan ​

Email: 1-2 business days Discord: Priority in queue Live Chat: Not included Best Practice: Discord for dev questions, email for billing

Pro Plan ​

Email: <24 hours Discord: High priority Live Chat: Business hours Best Practice: Live chat for urgent, email for detailed

Elite Plan ​

Email: <4 hours Discord: Immediate priority Live Chat: 24/7 Phone: Available Video: Bookable Slack: Dedicated channel Best Practice: Slack for everything, phone for emergencies

Tips for Faster Support ​

1. Choose Right Channel ​

Quick question? → Discord
Account issue? → Email
Bug report? → GitHub
Urgent (Elite)? → Phone/Slack

2. Provide Details ​

Good Request:

Subject: Transaction Failing on Polygon

Hi, I'm trying to mint an NFT on Polygon but
getting "execution reverted" error.

Project ID: abc123
Contract: 0x742d35Cc6634C0532925a3b844Bc9e7595f0bEb
Network: Polygon Mainnet
Wallet: 0x123... (has 5 MATIC)
Error: "ERC721: token already minted"

Screenshot attached.

Already tried:
- Different wallet
- Increasing gas
- Waiting 30 minutes

Help appreciated!

Bad Request:

Subject: Help

It's not working. Please fix.

3. Search First ​

Before asking:

  1. Search docs
  2. Check FAQ
  3. Search Discord history
  4. Look in GitHub issues

Someone may have already asked!

4. Be Specific ​

❌ "The AI is broken" ✅ "AI generated wrong import statement in line 42 of App.tsx"

❌ "Preview doesn't work" ✅ "Preview shows white screen, console shows 'Module not found: @/lib/utils'"

5. Include Context ​

Share:

  • What you're building
  • What you tried
  • Error messages (full text)
  • Code snippets (relevant parts)
  • Screenshots (if visual issue)

6. Follow Up Appropriately ​

  • Email: Wait 1 business day before follow-up
  • Discord: Bump after 2-3 hours if no response
  • Phone: Leave voicemail if no answer

Don't spam multiple channels for same issue!

Feedback & Suggestions ​

Love Something? ​

Tell us! We appreciate positive feedback.

Share:

Want Improvement? ​

We're always improving.

Suggest:

Found a Bug? ​

Help us fix it!

Report:

Community Support ​

Help Others, Earn Rewards ​

Community Helper Program:

  • Answer questions in Discord
  • Get credited message credits
  • Unlock special badges
  • Get recognized in community

Join Program →

Office Hours ​

Live Q&A Sessions:

  • Tuesdays: 2-4 PM UTC (Technical)
  • Thursdays: 5-6 PM UTC (Product)

Calendar →

Contact Directory ​

PurposeContactResponse Time
General Supportsupport@civra.devVaries by plan
Billingbilling@civra.dev1-2 business days
Salessales@civra.dev1 business day
Enterpriseenterprise@civra.devSame business day
Securitysecurity@civra.dev24 hours
Emergency (Elite)emergency@civra.dev<1 hour
Presspress@civra.dev2-3 business days
Partnershipspartners@civra.dev2-3 business days
Careerscareers@civra.dev1 week

Status & Incidents ​

Status Page ​

Check platform status:

status.civra.dev

Shows:

  • Current status (operational/degraded/down)
  • Scheduled maintenance
  • Incident history
  • Performance metrics

Subscribe:

  • Email notifications
  • SMS alerts (Enterprise)
  • Slack integration
  • RSS feed

During Incidents ​

We Will:

  1. Post on status page immediately
  2. Update every 30 minutes
  3. Share in Discord #status
  4. Email affected users
  5. Post resolution + post-mortem

You Should:

  1. Check status page first
  2. Monitor Discord #status
  3. Don't flood support (we're aware!)
  4. Wait for all-clear before retrying

Next Steps ​

Built with Civra - Web3 Development Platform

Copyright © 2025 Civra