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Support Playbook

Top issue fixes for faster resets.

This page covers the highest-frequency support topics from X Reset Studio operations. Use the matching section before opening a support ticket.

Goal: resolve in one pass with complete context. Include timestamp, plan, account email, and exact error text in every escalation.

License delivery

Payment succeeded but no license email

Checks
  • Confirm checkout email address used in Stripe.
  • Check spam/promotions folders for sender support@agents4agents.tech.
  • Open admin and verify `/api/admin/deliveries/recent` status.
  • If failed, fix SMTP config and re-issue from admin.

Cleanup likes

Likes still visible after cleanup

Checks
  • Run likes cleanup with `double_check_likes=true` (default in dashboard).
  • Use `/api/verify/likes` to detect residual vs cache lag.
  • Cross-check in logged-out profile view and another device.
  • Rerun targeted pass if `needs_follow_up` is true.

Headers/auth

Validation fails on headers file

Checks
  • Ensure `authorization`, `x-csrf-token`, and `cookie` are present.
  • Use a fresh browser session export if tokens are stale.
  • Keep header names lowercase and avoid wrapped lines.
  • Re-run `/api/validate` before any cleanup start.

Checkout/payment

Plan mismatch or checkout confusion

Checks
  • Use plan buttons from the main pricing section only.
  • Verify UTM-tagged payment link opens the expected plan amount.
  • Keep payment reference (`cs_...`) for support requests.
  • If duplicate purchases occurred, open refund request with reference.

Refunds

Need cancellation or refund workflow

Checks
  • Use `/refund.html` form or email support with purchase email + reference.
  • Describe cause in at least one concrete sentence.
  • Track request in admin via `/api/admin/refunds/recent`.
  • Use policy terms in `/refund.html` as source of truth.

Still blocked?

Escalate with complete context

Template
  • Subject: `XRS Support - <topic>`
  • Include plan, purchase email, request ID (if any), and timestamp.
  • Attach the exact error text and one screenshot.
  • Send to support@agents4agents.tech.

External references that help unblock common issues

Updated for March 13, 2026. For full policy terms see Terms, Privacy, and Refunds.