Support
Need help with Retrace, your account, or your billing? You're in the right place.
Fastest way to get help
Use the in-extension feedback form. Retrace has a "Send feedback" button.
- It lands directly in our support inbox, and we email you back an acknowledgment you can reply to. We also file it in Linear for tracking.
- It can attach your extension version, browser, and operating system. Each is a checkbox, all of them start unticked, and the form shows you the exact payload before it sends — nothing is attached unless you tick it.
- Bug reports get tagged and routed to engineering.
- We see and respond to every message.
Or email us: support@sauvrn.ai
Both routes land in the same inbox. Use whichever is easier.
Response times
We're a small team. Realistic expectations:
| Channel | Typical response |
|---|---|
| In-extension feedback / email | Within 1 business day during the alpha. Within 2 business days at general availability |
| Bug reports with reproducible steps | Acknowledged within 1 business day; fix or workaround usually within 1 week |
| Security disclosures via security@sauvrn.ai | Acknowledged within 24 hours, 7 days a week |
| Account / billing requests | Within 1 business day |
| Privacy requests (data export, deletion) via privacy@sauvrn.ai | Within 7 days |
If we haven't responded after 3 business days, something has gone wrong. Reply to the thread (or email founders@sauvrn.ai directly).
Before you write to us — quick self-check
A lot of issues resolve in 30 seconds. Try these first:
Find & Ask
| Symptom | Try |
|---|---|
| "Retrace isn't loading" | Check chrome://extensions — is Retrace enabled? Did Chrome auto-disable it? |
| "Model is downloading forever" | The desktop app downloads several gigabytes of model weights the first time it's set up. On a slow connection this can take a while. Subsequent launches are instant |
| "Find/Ask overlay won't open" | Click the Retrace icon, or use the Find/Ask hotkey. The overlay opens in-page over the active tab — there is no Chrome side panel |
| "Retrace isn't remembering pages" | Remembering is automatic — there is no "remember" button to press. It needs all three of: signed in, license current, and the desktop app running and paired to this browser. Open Settings and read the health row on the main page; it names whichever one is the upstream fault. Then check that Pause remembering is off and that the site isn't in your Never remember list |
| "License says expired but I just paid" | License verification runs every 6 hours, and there is no in-extension "verify now". To force a fresh token: open your dashboard in the Sauvrn web app and click Connect next to Retrace. If still stuck, email support |
| "Ask answers seem too short / shallow" | This is a known limitation of the alpha model. We're shipping a thinking-enabled model upgrade in v0.2 |
Rail, Spaces & Tools
| Symptom | Try |
|---|---|
| "Rail isn't appearing on this page" | Retrace auto-mounts on Google Docs, Sheets, Slides, Drive, and Gmail. On other pages, click the Retrace extension icon to activate per-tab |
| "Rail is the wrong state" | Click the Retrace icon to cycle through closed/collapsed/expanded |
| "Lost my Space" | Space data is local to your device. If you reinstalled the extension, the previous Space was wiped. Cloud sync is on the roadmap |
| "Native Chrome tab groups got weird" | Retrace writes one-way to native tab groups but doesn't read state back. To resync, close the group and reopen the Space from the rail — its tabs are regrouped as they're opened. Retrace adds no right-click menu of its own |
Account
| Symptom | Try |
|---|---|
| "Can't sign in" | Check that pop-ups are allowed for app.sauvrn.ai. Sign-in opens a Google OAuth window |
| "Wrong email shown after sign-in" | Sign out → clear cookies for app.sauvrn.ai → sign in again |
| "Want to delete my account" | Sign in → Settings → Delete account. Or email privacy@sauvrn.ai |
If something is broken everywhere — check the status page
If multiple users seem to be hitting the same issue, the status page is the source of truth:
Components monitored there:
- app.sauvrn.ai (web app)
- api.sauvrn.ai (backend / license verification)
- docs.sauvrn.ai (this site)
The desktop app's one-time model weights download is served from our own CDN (models.sauvrn.ai). If the download stalls, check the status page above; if *.sauvrn.ai is green and the download still won't complete, write to us.
Subscribe via the status page itself to get email notifications when something goes degraded.
What to include when you write to us
For a fast resolution, please include (when relevant):
- What you were trying to do. "I read a Wikipedia page, then searched for it in Find and..."
- What actually happened. Screenshots and copy-pasted error messages are gold.
- The version of Retrace.
chrome://extensions→ "Details" on the extension shows the version. - Your browser version.
chrome://versionon the first line. - Whether the problem is consistent or intermittent. If intermittent, what changes between when it works and when it doesn't?
For bug reports specifically — if you can reproduce the issue in a fresh Chrome profile with only Retrace installed and no other extensions, please mention that. It tells us it's not a conflict.
Privacy when you contact us
Support messages you send us are stored in our help-desk system so we can read and reply. We sanitize them on the way in to scrub tokens, API keys, and JWT-like strings — even if you accidentally paste them. We do not use support content for AI training. We retain support tickets for 2 years after resolution, then delete them.
You can ask us to delete your support history at any time: email privacy@sauvrn.ai.
Other ways to reach us
| Reason | |
|---|---|
| General support | support@sauvrn.ai |
| Security disclosure | security@sauvrn.ai |
| Privacy requests (export, deletion, GDPR/CCPA/PIPEDA) | privacy@sauvrn.ai |
| Press / partnerships | hello@sauvrn.ai |
| Founder (last resort) | clangs@sauvrn.ai |
We're based in Toronto, Canada. Most of our support hours overlap with North American business time, though we monitor the inbox outside those hours during the alpha.