Writing a support request that gets solved fast
How to contact SupaHost support and what to include (instance and project names, UTC timestamps, request IDs, exact errors) so your problem can be found and fixed quickly.
Email [email protected], or use Help at the bottom of the dashboard sidebar, which opens a new email to the same address. Reply to any SupaHost email and it reaches the same inbox.
Most of the time spent on a support request goes into working out which instance, which project and when. If your first email answers those, we can usually go straight to the cause.
What to include
| Include | Example | Why |
|---|---|---|
| Instance name | acme |
Finds your VM |
| Project name | app-one |
Narrows it to one database and set of services |
| When it happened, in UTC | 2026-11-11 14:32 UTC, or a range |
Lets us line it up with service logs and health checks |
| What you did | "Called supabase.auth.signInWithOAuth({ provider: 'google' }) from the login page" |
Tells us which service to look at |
| What you expected vs. what happened | "Expected a redirect to Google; got a 400 page" | Separates a bug from a misunderstanding |
| The exact error text | Copied, not paraphrased, with the HTTP status | Error text is searchable; summaries aren't |
| Request IDs | Any ID in the response headers or body, an Edge Function's sb-error-code header, a Stripe event ID |
Pins down the one request among thousands |
| Is it still happening? | "Every request since 14:30" or "Once, couldn't reproduce" | Sets the priority |
| What you've tried | "Re-saved the Auth settings, cleared cookies" | Saves us suggesting it |
Send the account owner's email address if you're writing from a different one.
Getting the details
Timestamps in UTC. In a browser console:
new Date().toISOString(); // "2026-11-11T14:32:05.120Z"
The full error from supabase-js. Log the whole error object, not just message:
const { data, error } = await supabase.from("bookings").insert(row).select();
if (error) console.error(JSON.stringify(error, null, 2)); // code, details, hint, message
Response headers. In DevTools, open the Network tab, click the failing request and copy the status, response headers and response body.
Edge Function logs. Dashboard → your project → Functions tab → Logs, filtered to the function. Copy the lines around the failure.
Cron runs. The failed run's return_message from cron.job_run_details.
On Business and Enterprise, add the output of:
sudo supahost-status
sudo supahost-logs app-one auth # or rest, storage, functions, http
What not to send
- Secrets: the
service_rolekey, database passwords, SSH private keys, SupaHost access tokens (shp_…) or OAuth client secrets. We never need them. If you've sent one by mistake, rotate or revoke it where you can (for example, revoke the access token on the Access tokens page) and tell us. - Personal data from your users, unless it's needed to reproduce the problem. A user ID is usually enough.
A good example
Subject: app-one on acme: Google sign-in fails with redirect_uri_mismatch
Instance: acme Project: app-one
Since: 2026-11-11 14:30 UTC, every attempt
Steps: login page -> "Sign in with Google" -> Google shows
"Error 400: redirect_uri_mismatch"
Changed today: added custom domain api.bookings.example (Active at 14:28 UTC)
Tried: Site URL and Redirect URLs unchanged; cleared cookies
That one is answered in the first reply: see OAuth broke after adding a custom domain.