> ## Documentation Index
> Fetch the complete documentation index at: https://docs.newly.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting help

> How to contact Newly support from the app, and what to include so support can help you quickly.

If these docs don't answer your question, contact support from inside Newly v2, at app.newly.app or in Newly for Mac. This page explains how, and what to include.

## Contact support

1. In the sidebar, press **Support**. It sits just above your name at the bottom. You'll find it on Home and inside a project.
2. The support window opens with three tabs: **Home**, **Messages** and **Help**.
3. On **Home**, pick the topic that fits, or start a new conversation. On **Help**, you can also choose **Talk to support**.
4. Describe the problem. Use the attach button to add screenshots or files.
5. If you're asked for your email, enter the one you sign in with so support can reach you.

Replies appear in the **Messages** tab. Open it to read the reply and continue the conversation.

<Note>
  Support can't see your screen. The more of the details below you include, the fewer back-and-forth messages you'll need.
</Note>

## What to include

* **Which Newly you use.** Say that you're on Newly v2. If your projects open at newly.app/project/…, you're on Newly v1 (legacy) instead. See [Which Newly am I using?](/get-started/which-newly).
* **The project link.** Copy it from your browser's address bar. It looks like `app.newly.app/projects/<id>`.
* **Which chat.** Give the chat's name as it appears in the chat list.
* **What you did, what you expected, and what happened instead.** Quote any message word for word.
* **A screenshot** of the problem.
* **Debug info.** Press **Copy debug info** on the failure card in the chat, then paste it into your message. If there's no card, open the chat's menu in the chat list and choose **Copy debug info**.

Debug info contains identifiers for your project, chat and organization, so support can find what happened. It never includes passwords or tokens. Don't paste passwords, API keys or Apple credentials into a support message.

## When to contact support

Contact support for any of these:

| You want to                                  | What to send                                                                                                                            |
| -------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- |
| Ask about a charge or a refund               | The date and amount of the charge. First check whether it's a Newly v1 or a Newly v2 charge. There's no refund button in the app.       |
| Delete your Newly v2 account                 | Your sign-in email. Cancel your plan first. See [Delete a chat, project or account](/account/delete).                                   |
| Switch an annual plan back to monthly        | Your sign-in email and the plan you want.                                                                                               |
| Change a plan that Newly gave you            | Your sign-in email and what you'd like to change.                                                                                       |
| Set secrets for your production backend      | The project link. Don't include the secret values in your first message. See [Production and secrets](/backend/production-and-secrets). |
| Ask about credits used by a chat that failed | The project link, the chat, and the debug info.                                                                                         |

For how plans and billing work, see [Change, cancel or manage your plan](/billing/manage-your-plan).

## Help links in the support window

The **Help** tab has links to these docs, the Newly YouTube channel, and a few pages on newly.app.

<Warning>
  **Pricing & plans**, **App templates** and **Articles & guides** in the **Help** tab open pages on newly.app. The prices on newly.app are Newly v1 prices, not Newly v2 prices. For Newly v2 prices and your plan, open **Billing** from the account menu (press your name at the bottom of the sidebar). See [Plans and top-ups](/billing/plans-and-top-ups).
</Warning>

## Help yourself first

* **An error message?** Look it up in [Messages explained](/help/messages).
* **A common question?** See the [FAQ](/help/faq).
* **Credits ran out?** See [Running out of credits](/billing/out-of-credits).
* **Something broke after a change?** Try **Restore to here** on an earlier message. See [Undo and Restore to here](/code/undo-and-restore).

These docs cover Newly v2. If you use Newly v1, switch to the v1 docs with the version menu at the top of this site.

## Video tutorials

The [Newly YouTube channel](https://www.youtube.com/@Newlyapp) has tutorials and demos.