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 (we use HubSpot for ticket tracking).
- It includes the extension version and operating system automatically, so we don't have to ask.
- 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 Qwen3-4B model is ~3 GB the first time. On a slow connection this can take 5–10 minutes. 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" | Retrace only captures pages when you click "Remember" or have automatic capture turned on in Settings. Check Settings to confirm |
| "License says expired but I just paid" | License verification runs every 6 hours. To force a refresh: extension menu → "Verify license now". 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, right-click a Space tab → "Recreate group" |
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)
Retrace's first-launch model weights download is currently served from HuggingFace (huggingface.co and the HF CDN under *.hf.co), not from our infrastructure. If the download stalls and the rest of *.sauvrn.ai is green on the status page, the issue is upstream at HuggingFace — check status.huggingface.co.
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 clicked Remember on a Wikipedia page 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.