Support

Contact

• General support: support@acopio.dev
• Privacy / data requests (GDPR): support@acopio.dev — see our Privacy Policy for the full list of rights.
• Security disclosures: support@acopio.dev with the subject line "Security disclosure".

Login & account problems

Authentication is provided by Logto. Acopio is passwordless — you sign in by entering a one-time verification code we email you, so there's no password to forget or reset. Most login issues can be solved on the login screen itself:

• Didn't receive your verification code? Sign-in and registration both use a one-time code emailed to you. Make sure the address is correct and check spam. The code is only valid for a few minutes — if it expires or doesn't arrive after 10 minutes, request a new one from the login page, or email us.
• Locked out after too many attempts? Logto temporarily blocks sign-in after repeated incorrect codes. Wait 15 minutes and request a fresh code, or email us to unlock the account.
• Set up an authenticator app? You can optionally add an authenticator (TOTP) app as a second factor for extra security. If you've lost access to that device, email us from the address on file so we can verify your identity and reset your second factor.
• Want to delete your account? See the "Delete my account" option in your profile, or email us and we will process the request under GDPR within 30 days.

Billing & subscriptions

Payments are processed by Paddle, our merchant of record. Paddle handles invoices, taxes, refunds, and card data — Acopio never sees your full card number.

• Find an invoice or receipt: use the buyer portal at buyer.paddle.com with the email used at checkout.
• Update your payment method, address, or VAT number: through the buyer portal above.
• Cancel your subscription: from the Billing page in Acopio (we send you to Paddle's secure cancel flow).
• Refund or chargeback questions: contact Paddle support at paddle.net. For plan or feature questions on our side, email us first.
• Upgraded but features didn't unlock? Webhooks usually apply within a minute. If not, email us with the order ID from your Paddle receipt.

MCP & API issues

• Can't connect your MCP client? Double-check the endpoint URL on the MCP page. There are no tokens to copy — on first connect, your client opens a browser to sign in via OAuth and refreshes access automatically. If sign-in doesn't complete, make sure pop-ups/redirects aren't blocked and try again.
• Hitting a quota limit? Free-tier limits and your current usage are shown on the Billing page. Upgrade there to raise the limits.
• Embeddings or search behaving oddly? Send us a sample query and the time (UTC) so we can correlate against logs.

Third-party services we rely on

Some issues are best resolved directly with the underlying provider:

• Login, verification-code, and MFA emails: our identity service (Logto) is self-hosted by us — there's no external vendor support channel. For anything we can't resolve from the login screen, email support@acopio.dev.
• Paddle (payments, invoices, refunds, taxes): paddle.net (buyer support) · checkout terms

Security

We take the security of your account and data seriously. Connections are encrypted with TLS in transit and your data is encrypted at rest. We build and review our application security controls against the OWASP Application Security Verification Standard (ASVS), Level 2 — this is a security standard we hold ourselves to as a baseline and work to meet as fully as we can, not a third-party certification.

Found a vulnerability? Email support@acopio.dev with the subject line "Security disclosure" and we'll get back to you promptly. Please give us a reasonable chance to fix the issue before disclosing it publicly.

Reporting a bug or requesting a feature

The fastest way is the in-app feedback form (sign in required). Pick a category — Bug, Feature request, Performance, Search, UI, MCP, or Other — and write what you want us to know. Submissions are anonymous: we don't see who sent them, so we can't follow up. The form is text-only — it can't attach images — so describe the steps to reproduce and the time (UTC) in as much detail as you can. If a screenshot is essential, email it to us instead (see below).

If you need a reply (account-specific issues, payments, security disclosures), email support@acopio.dev instead.