Support

How to reach the team, and what to expect back.

What it's for

When something's wrong or you want to ask for a change, this is how to reach us — and what to honestly expect back. There are two ways in, both landing in the same place. There's no ticket portal and no queue number: every message is read. There's no automated reply — if you'd like us to follow up, the in-app form takes an optional reply address.

The fastest way: Contact support in the app

Open it

Open Contact support from Settings → Plan & licence → Help & support.

Say what happened

Pick bug, request or other, and describe it. Your app version, platform, licence and device id are attached automatically, so you don't have to dig those out — and no card details or Account contents go with it.

Leave an email if you want a reply

A reply address is optional, and it's the reliable way for us to reach you. Without one your report is still read and acted on — there's just nowhere to write back to.

Or from your dashboard

Signed in at umbrabrowser.com? The dashboard has its own Contact support form (below your signed-in browsers). It writes to the same queue, with your account email, licence and plan attached from your session — so there's nothing to type but the message. Same inbox either way; use whichever is in front of you.

Locked out before you're in?

If the app won't activate, you don't need to be signed in to reach us. On the activation screen, Can't activate? sends the same kind of report — with no licence attached, since there isn't one yet — so tell us what happened and leave an email if you'd like an answer.

If Umbra can't finish starting

You still get a window. A part of the app that fails to start is set aside, reported in the error log, and the rest opens without it. If startup can't finish at all, the window says what went wrong and offers two ways back:

Check for update

Looks for a newer version, which may be the fix, and offers Restart to update once it has downloaded.

Reveal data folder

Opens the folder that holds your data and the error log, umbra-errors.log. Attach the log to a message to us.

Your data stays where it is either way. If the message reads "This data was saved by a newer version of Umbra", a later Umbra than this one last opened your data, usually because an older build was installed over it. Umbra changes nothing in it; install the latest version and it opens as before.

For a stubborn problem, open Settings → Security & privacy → Diagnostic file for support and choose Build a diagnostic file. It writes a Support Bundle to your computer, and you can open it and read exactly what it contains before anything leaves your machine — building it sends nothing anywhere. Attaching it to a message is your decision, not the app's.

What to include

What you were doing, which Account or Session it happened on, and what you expected instead. A screenshot of the moment helps more than a description of it.

What never to send

Passwords or full card numbers. We never need them, and the diagnostics the app attaches already leave them out.

Billing, refunds & account questions

For anything about a charge, a refund, or your account, use Contact support — in the app or on your dashboard. Both reach the same queue. Refund requests have a 14-day window; the details are on Billing.