Getting help from a person
Report a problem: send Llamabyt's team a request, with a covered screenshot of any page or a picture of your own, and read our replies.
- Yarvi answers most questions. To ask Llamabyt’s team, press Report a problem: under the chat box in Your Home, or in Settings → Support.
- Say what it’s about, then what you wanted to do and what happened instead.
- Add a screenshot puts the form aside: go to any page you want us to see, then press Take the screenshot. Upload a picture adds one of your own.
- Cover part of it paints over anything private on your device, before it’s sent. Only Llamabyt’s team sees it.
- Press Send: a person reads every request. Never paste a key or a password; we never need them.
- We reply by email and here, in Settings → Support. Open a request to read the thread or add to it.
Yarvi answers most questions right away. When you’d rather ask Llamabyt’s team, or the steps still don’t work, send us a request: a person reads every one. Every plan can, and guests too.
Yarvi can also offer to send it: he shows the request on a card, which can carry screenshots too, and nothing is sent until you press Send. When his questions or voice minutes run out, the note that says so has Contact support: the same form.
What it’s about, a subject, and what you wanted to do, what happened instead and what you tried.
Your conversation with Yarvi goes along only if you switch on Include our conversation.
Add a screenshot puts the form aside and shows a small bar: go to the page you want us to see, any page of the app, then press Take the screenshot. To go back without one, press Back to the form. What you wrote stays as you left it.
Upload a picture adds one of your own instead: a phone screenshot, say (PNG, JPEG, WebP or GIF, and HEIC in Safari, up to 25 MB). It’s drawn again on your device, so a photo’s place and camera details never leave it.
Either way, Cover part of it lets you drag boxes over anything private: they’re painted over on your device, before it’s sent. Then press Attach (or Remove screenshot). Only Llamabyt’s team sees them.
We reply by email and in Settings → Support, where each request shows Waiting for us, We replied or Solved. Open one to read the thread or add to it (that reopens it), or answer our email. A request can’t be taken back once it’s sent: if you sent one by mistake, add to it that it can be closed.
Can’t sign in? Write to hello@llamabyt.com.
More about what’s sent, limits and how long we keep it
- What it’s about: a question, something that isn’t working, a feature request, billing, your account or something else.
- What goes with it: the kind of page you were on (never its address), the app’s version, your browser and system, and, in the Mac app, its version. Include our conversation sends your last messages in your chat with Yarvi, as Llamabyt keeps them.
- Screenshots and pictures: a screenshot leaves out Yarvi (his circle and offers, and on Your Home your chats with him and the chat box) and the bar itself. Up to 3 in a request and 10 a day, screenshots and pictures together. One you attached but never sent is deleted after a day.
- Limits: 3 requests a day and 10 a month for each account, and 10 a day from all the guests of a workspace together.
- Replies: during the beta we answer as soon as we can, without a set response time.
- How long we keep it: a conversation you included and your screenshots and pictures are deleted 90 days after the last thing that happened on the request. A request is deleted 2 years after it’s solved, or after 2 years with nothing new. The one exception: a screenshot our team holds for someone’s safety, or because the law requires it, is kept out of everyone’s sight but theirs until they’ve dealt with it; its request still goes on time.
More in Plans and your account
Ask Yarvi on Your Home, where the app opens: he answers from these articles, and can send your question to our team. Or write to us.
Your requests to Llamabyt’s team, and our replies, which we also send by email. Yarvi can answer most questions right away.
We also send the page you’re on (not its address), the app’s version, and your browser and system. We’ll reply to a•••@casaverde.co and in Settings → Support.