Support
Find the fix, or write to us.
Fixes for first-launch warnings, sign-in and invitation problems, rejected uploads, failed imports and CLI errors across Simulations, Engineering Passports, Builder Reports and the Hiring Workspace. If none of them helps, tell us what you were doing and we will look into it.
Prefer email? Write to admin@fydell.com from the address on your account.
- Desktop AppFirst Launch
- Sign-InAccount
- InvitationsHiring Workspace
- UploadsEngineering Passport
- ImportsBuilder Report
- CLIExit Codes
Common Problems
Start with the problem you are seeing.
Each topic opens the matching section of troubleshooting, with the exact steps and error codes.
Desktop App Warnings
Windows and macOS ask you to confirm the first launch of the desktop app, where you run Simulations. The steps are short and keep SmartScreen and Gatekeeper switched on.
First-launch stepsSign-In Problems
Sent back to the login page, an email that is not confirmed, blocked cookies, or a desktop sign-in that did not return to the app.
Fix sign-inHiring Workspace Invitations
Candidates confirm the inbox an invitation was sent to with a 6-digit code before accepting. Learn why a code fails or an address is refused.
Fix invitationsRejected Uploads
Every upload error code for Engineering Passport projects and work samples, with what to change before you try again.
Read the error codesFailed Imports
Retries, Cannot import messages on private repositories, and why a Builder Report shows Report Unchanged after an import.
Fix importsCLI Exit Codes
Run fydell doctor first, then match the exit code from any command to what it means and how to fix it.
Match an exit code
Diagnostics
Send details that let us reproduce it.
Send only what is listed here. Never include a password, a session token, a sign-in return link or a credentials file.
- 01
From the Desktop App
In a Simulation, open the Timeline tab and select Copy Diagnostics. It never includes your code, tokens or message bodies.
- 02
From the Command Line
Send the output of fydell doctor and the failing command run again with --json. Remove any account email or folder path you would rather not share.
- 03
From the Website
Send the page address, the exact error message, and roughly when it happened. Remove anything after /p/ in a share link.
Contact
Two addresses, two purposes.
Write from the address on your account and include what you were doing, what you expected, and the diagnostics above.
- Product Help
- admin@fydell.com for Simulations, Engineering Passports, Builder Reports and the Hiring Workspace.
- Security Vulnerabilities
- security@fydell.com to report a vulnerability privately.
- Sales and Enterprise
- Contact sales
Questions
Quick answers.
Who should I write to?
Email support from the address on your Fydell account, so we can find your Engineering Passport, Simulation or Hiring Workspace. Security vulnerabilities go to the security address instead.
What should I never send?
Passwords, session tokens, sign-in return links, and credential files. Diagnostics from the desktop app and CLI are designed to leave these out; check anything you copy by hand.
A candidate cannot accept their invitation. What now?
Invitations belong to the exact address they were sent to. Ask the candidate to sign in with that address, or invite the address they use from your Hiring Workspace.
A Builder Report did not change after I imported again.
Report Unchanged means that commit was already analyzed, or the existing report has your notes or a pinned share, so it was kept. Nothing was lost.
Still stuck? Tell us what happened.
Include what you were doing, what you expected, and the diagnostics from the desktop app, CLI or website.