The honest version. If something below doesn't resolve your issue, email support@homaic.io with the specifics — what you did, what you expected, what you saw.
Magic-link sign-in not working
Link doesn't arrive. Check spam. The sender is auth@homaic.io. If your email provider is aggressive (Gmail Promotions, corporate spam filters), the link sometimes lands there.
Link arrived but says "expired." Magic links live for 15 minutes. Request a fresh one from the sign-in screen.
Link arrived but says "invalid." You're trying to use the link on a different device or browser than the one that requested it. Either request a new link from the device you want to use, or copy the link and open it on the originating device.
Sign-in just fails silently. Cookies disabled, third-party-cookie blocking, or a browser extension blocking auth flows. Try in a private window with extensions disabled.
MCP connection failing
See Setting up Mode B (MCP integration) for the connection flow.
"Cannot connect." Check the URL. It's https://api.homaic.io/mcp, not homaic.io/mcp and not app.homaic.io/mcp. For self-hosted, it's whatever your domain is.
OAuth window doesn't redirect back. Your browser blocked the redirect. Approve the popup, or run the OAuth in a window where popups aren't blocked.
Connected but no tools appear. Disconnect and reconnect. Some clients cache the tool list. Restarting the client process usually helps.
"Unauthorized" on every tool call. Your token expired or was revoked. Reconnect from your client.
Mode A photo extraction giving bad results
Nameplate is blurry or angled. Take the shot perpendicular to the plate, well-lit, the whole plate in frame. Phone cameras handle nameplates well at normal indoor lighting; a flashlight from a second person helps in basements and utility closets.
Wrong fields filled. Mode A extracts what's visible. If serial and model are off-brand-format, the model can confuse them. Correct on save; the corrections train no model (privacy by default), but the saved record is correct.
Extraction returned nothing. The photo isn't a nameplate or the resolution is too low. Retake at higher resolution. Manual entry is always available as a fallback.
Slow page loads
The dashboard targets sub-2-second p95 load times. If you're seeing more than that:
- First load after a deploy. Cold start. Subsequent loads should be fast.
- Manifest with thousands of assets. Some list views aren't yet paginated; we know about it. Filter to the property or category you're working in.
- Mobile on a poor connection. The dashboard is responsive but data-heavy. Mobile carriers in dead zones will struggle.
If it's persistently slow on a normal connection, report it with the page URL and a rough timestamp — we can pull the trace.
Brief sharing — recipient says they can't open the link
"This link has expired." Briefs are revocable. Verify with the recipient that they're using the most recent link, and check your brief sharing settings (Briefs → [brief name] → Sharing).
Recipient sees a 404. The brief was revoked or the brief itself was deleted. Generate a fresh brief and resend.
Recipient sees a blank page. Their browser might be blocking iframes or third-party content. Ask them to try a different browser.
How to reach support
- General questions: support@homaic.io. 24-hour response at MVP; faster as we grow.
- Security issues: security@homaic.io.
- Status of the platform: status.homaic.io.
- Self-hosted users: GitHub issues at the homaic-platform repo.
When you email, include the page URL, what you expected, what you saw, your account email, and a rough timestamp. Specifics save round-trips.