Get help

Who to ask

• Your server's admins run the group inside snug: names, channels, roles, and rules. Ask them about people, moderation, and how your group does things.
• snug hosting support takes connection problems, hosting, and billing on a hosted server, and reaches the snug team.
• On a self-hosted server, the operator runs the Linux host: backups, updates, and the domain. "The server is down" goes to them.
• The snug team answers questions about snug itself.

Send feedback to your admins

Choose the feedback button in the sidebar footer (send feedback, or help and feedback on a hosted server), or send feedback at the bottom of Settings. In the phone app, open Settings > Send feedback. To report a message or a person, choose report to admins… from its actions.

Your note goes to this server's admins with your name on it, and stays on this server. Do not include sign-in codes, private messages, or files; nobody helping you needs them.

If a call or screen share misbehaved in the desktop app, tick attach the app log. The app's own record goes with your note. The admin guide says where admins read these notes.

Contact snug hosting support

On a hosted server, the feedback window opens as get help, with Contact snug hosting support above the note to your admins. It opens snug hosting, where you sign in with your email. If you don't have a hosting account, the sign-in link makes one. Writing in doesn't give you access to the server's page there.

A request started from the app carries a link to the server, so support knows which one you mean. Replies appear in your hosting account and arrive by email. Only you and snug hosting support read the request. Your feedback notes, chat, and app logs aren't sent.

Owners also reach support from Get help at the top of a server's page, or from Support in snug hosting. Manage your hosted server covers what an owner can fix there first.

Write to the snug team

For snug itself on a self-hosted server, write to admin@feltorg.com, or find @snug_chat on X. Notes sent in the app never reach the snug team. On a hosted server, snug hosting support reaches the same team.

What to send

Say what you tried and what happened. Then add whichever of these fits.

A call problem

In the browser or the desktop app, right-click yourself in the call, choose connection info, and select copy report. Paste it into your message. If its path says TCP, say so. Fix calls and sharing covers the usual causes first.

An error the app showed you

In the browser or the desktop app, a dot on the feedback button means an error you haven't looked at yet. Open the button, choose copy the error, and paste it into your message.

The desktop app can't connect

If the desktop app can't reach a server, open connection details, press copy details, and paste the report into your message. The report holds the server address, app and system versions, timing, and local network results. It holds no sign-in or message content, and it stays on your computer until you copy it.

A self-hosted server

Include the release, host system, browser, network shape, what the person tried, and what happened.

What never to send

Nobody helping you needs a sign-in code, your server password, an invite link, or the first-admin setup code. Keep hosting sign-in links and two-step recovery codes to yourself too.

If you run the server, ./snug-ops license status is safe to share. Never send state/.env, a backup, the .lic file, or signed license state.

If your server doesn't answer

On a hosted server

While the server restarts, backs up, or updates, or after it crashes, its address shows "This snug server isn't answering". That page tries again every 30 seconds and links to snug hosting support. A stopped server, or one restoring a backup, doesn't answer at all.

The desktop and phone apps show the same link when they can't reach a hosted server you've joined before, even when nothing answers at its address. From a browser, open snug.chat/hosting/support.

Owners see the server's health on its page in snug hosting, where Restart server clears up most problems.

On a self-hosted server

Tell the operator which it is: the address doesn't open, or snug loads but calls don't connect. If the server is down or an operation was interrupted, the operator starts with recover the server.