Login or account access
Security / Provider OS
- Safe evidence
- Email alias, route, approximate time, and provider status label.
- Forbidden input
- Password, OTP, session token, JWT, private key, or recovery code.
Support provider state: UNKNOWN
Support that protects students, source safety, and provider truth.
PrepAI support starts with safe evidence and clear routing. It can help report account, billing, content, classroom, source, privacy, and technical issues without asking anyone to paste secrets, answer keys, copied textbook pages, or payment details.
No live helpdesk or email delivery provider is claimed on this page. Use this page as the safe support packet until a live provider is verified.
Provider boundary
Ticket provider, email delivery, SLA, live billing support, live Supabase Auth, live RLS, and payment provider states remain UNKNOWN until provider evidence verifies them.
Safe current behavior
Report issues using route names, IDs, status labels, and screenshots. Do not include secrets or raw payment identifiers.
No secret collection
No raw answer keys
No copied source text
No fake live SLA
Support categories
Each category says what evidence helps and what must never be pasted into a support report.
Billing or plan state
Growth / Revenue OS
- Safe evidence
- Plan label, checkout status label, route, and timestamp.
- Forbidden input
- Card number, full payment token, bank details, or provider secret.
Content accuracy
Content / Knowledge OS
- Safe evidence
- Question ID, outcome code, source locator, and the suspected issue.
- Forbidden input
- Copied textbook pages or long pasted official passages.
Source or citation issue
Content / Knowledge OS
- Safe evidence
- Source ID, locator, chapter, page or paper coordinate, and review state.
- Forbidden input
- Legal conclusion or official-partnership claim without review.
Teacher or classroom
Teacher / School OS
- Safe evidence
- Organization label, classroom label, role, and reproduction steps.
- Forbidden input
- Raw roster dump or unnecessary student personal data.
Technical bug
QA / Ops OS
- Safe evidence
- Route, browser, screenshot, expected behavior, and actual behavior.
- Forbidden input
- Credentials, auth cookies, tokens, or device secrets.
Telemetry safety contract
Measure the loop, not private data.
Product telemetry exists to prove activation, retrieval, assignments, repair, content quality, and support health. It must not become a secret collection path or a raw student answer store.
No answer key, explanation, rubric, or full paper text in event payloads.
No secrets, passwords, OTPs, JWTs, payment tokens, or card data in support reports.
Learning telemetry uses IDs, counts, status labels, and mastery signals, not copied source text.
Teacher analytics must stay organization-scoped and classroom-membership scoped.
Provider-owned states stay UNKNOWN until dashboard or no-secret provider evidence verifies them.
Operating flow
Support and telemetry are Product VCOS workflows. They close only when proof, stop condition, next action, and unknowns are recorded.
1
Choose the category
Start with the lane that owns the issue: account, billing, content, source, classroom, privacy, or technical bug.
2
Attach safe evidence
Use IDs, route names, timestamps, screenshots, and status labels. Do not paste secrets or full official-source text.
3
Route to Product VCOS
Support is triaged by the same student, teacher, content, security, and QA lanes that ship the product.
4
Close with proof
Every fix needs proof, stop condition, next action, and unknowns preserved before it becomes a launch claim.
Stop conditions
Stop if a support or telemetry task asks for secrets, raw payment identifiers, answer keys before commit, copied official-source text, raw student PII, external public claims, provider mutation, or live-state claims without provider evidence.