Getting help
Last updated
You can reach support through a ticket opened here, by email, or on the relay's public issue tracker. Nobody at Weald can read a workspace, list its members or recover a lost recovery phrase. The fastest route depends on what you need.
Open a support ticket
A ticket lives in your account. It needs a sign-in, because the thread is attached to your workspace and your billing instead of to an address anyone could type. Every reply lands on the same page.
Where to write
- General help and account questions: hunter@getweald.com.
- Anything with a security dimension: hunter@getweald.com. Do not open a public issue for a vulnerability.
- Relay bugs and protocol questions: the public repository at Weald-Protocol/wealdrelay.
Larry, the chat box in the corner of this site, answers from these documentation pages and finds the page that covers your question. He is not a person, holds no session, knows nothing about your account or workspace, and cannot open a ticket or act on anything. Send what he cannot answer as a ticket or an email.
What support cannot do
| Request | Answer |
|---|---|
| Read a message or a ticket to help debug it | Not possible. No key exists that would allow it |
| List who is in a workspace | Not possible. Member lists are inside the encrypted half |
| Recover a lost recovery phrase | Not possible. There is no escrow and no operator reset |
| Restore a workspace nobody has a device for | Not possible. Every copy lives on member devices |
| Tell you what your relay is doing | Yes. Versions, connection state, errors, storage |
| Fix a provisioning, billing or DNS problem | Yes. That half is ours and is not encrypted |
Every "not possible" above follows from the design and is not a policy choice.
Reporting a security issue
Write to the security address above. A security contact and its expiry are also published at /.well-known/security.txt in the form RFC 9116 defines, so a researcher can find it without reading this page.
Before you write
These resolve most requests.
- Larry, the chat box in the corner, searches these pages and answers in a sentence or two. When he says he is not sure, the page usually does not exist yet, and saying so in the ticket helps.
- Troubleshooting covers the failures a self-hosted relay produces and what each looks like from the app.
- The encryption panel in the Mac app names the relay hostname, the running digest, whether the access set is enforced, and the safety number for a channel.
- The relay's readiness endpoint says which dependency is unhealthy in words.
Status and releases
Every release is recorded on the changelog with its image digest, source tag and compatible protocol version. For an installed relay, trust the running digest over the tag it was fetched under.
Create a support ticket Requires a sign-in.