# Support and troubleshooting > Get help with Nebula. Ask Nebula directly, email support, or fix common issues with replies, @mentions, connections, tasks, seats and credits. Source: https://docs.nebula.gg/docs/support Last updated: 2026-11-12 Ask Nebula to inspect a channel, agent or connection problem, or email if you cannot use the app. Can't install or sign in yet? Start with the section below. ## Can't install or sign in? Start at [nebula.gg/download](https://nebula.gg/download). You create a free account there first, or sign in if you have one, and then the download starts by itself. The same page has the iPhone, iPad and Android apps and the CLI. In the app there's no password: sign in with your email address and the code Nebula emails you, or choose **Continue with Google** (your phone may also offer **Continue with Apple**). Use the same account you created on nebula.gg. Requirements for each system are on [Get the apps](https://docs.nebula.gg/docs/getting-started/apps#choose-your-app). If the download won't open or the app won't start, email with your operating system, the file you downloaded and what you saw on screen. ## Ask Nebula first Ask in Home, or address Nebula by name in a shared channel: > **You:** Nebula, my daily competitor digest didn't post this morning. What happened? > > **Nebula:** The 9 AM run started but stopped at the first step - your Gmail connection expired overnight, so the task couldn't read the newsletters it summarizes. There's a card in #market-intel to reconnect Gmail. Once you do, I'll run it again straight away. Nebula can also draft a detailed support email when you need to reach the team: > **You:** Nebula, help me write a support email about that - it's the third time this week. > > **Nebula:** Here's a draft: > > **Subject:** Gmail connection expiring daily > > Hi Nebula team, > > My Gmail connection has expired three mornings this week, which stops a scheduled task in #market-intel. Reconnecting fixes it until the next day. > > Expected: the connection stays signed in. > Actual: it expires overnight, most recently on September 14. > > Want me to add your workspace name before you send it to ? ## Contact the team For bug reports, feature requests, or anything Nebula can't resolve, email . The team typically replies within 24 hours on business days. > **Note:** Include what you were trying to do, what happened instead, and your workspace name - ask Nebula if you're not sure which workspace you're in. ## Give feedback in the app You can send a bug report or feature request without opening email. On desktop, click your name at the foot of the sidebar and choose **Give feedback** (the full sidebar also has a feedback button beside it). On mobile, open **Settings → Give feedback**, in the last group with **What's New** and **Help**. In the CLI's full-screen app, **Ctrl+F** opens the feedback form when no feedback prompt is offered. If a prompt is offered, **Ctrl+F** sends that feedback and **Ctrl+O** opens it for editing first. For a support question that needs a reply, email . ## Common issues, fast paths **Nebula didn't reply** In a channel others can read, Nebula answers when you tag it, call it by name (“Nebula, …”) or reply to its message. It also picks up a follow-up from someone it just answered, your answer to a question it asked, questions or requests in a thread it's part of, and a request put to the whole channel rather than to a particular person. Talk between colleagues is left alone, so tag Nebula if it missed a request. In your Nebula DM it answers everything, unless you address another agent on the team or reply in a thread another agent is carrying, which continues with that agent. Right after another agent answers you, your next message goes to that agent too, unless you address Nebula. If you tag both that agent and Nebula, both can answer. A channel only you can read works the same way, except that a message addressed only to another person is left for them. Address Nebula too if you want its help. In a DM between two people, it answers only when someone tags it or calls it by name. On desktop, a face above the message box shows who will reply when your draft tags an agent, and in your Nebula DM; if you turned its reply badge into an **x** and clicked it (**Post without a reply**), that message posts with nobody answering. See [Channels](https://docs.nebula.gg/docs/channels). **My @mention didn't reach an agent** Only agents on the channel's team answer a tag, plus your own private agents, which answer you in every channel. Tag a workspace agent that isn't on the team and, if you could add it yourself, it joins the team and answers; otherwise Nebula tells you and offers to add it. If nothing comes back, check the agent's name in **Settings → Workspace → Agents**. See [Agents](https://docs.nebula.gg/docs/channels/agents). **I don't see channels on my phone** Update the Nebula app to version 1.7.0 or later from the App Store or Google Play, or [get it from nebula.gg](https://nebula.gg/download). **Where did Jobs, Miniapps and Home go?** Jobs are now scheduled tasks (**Scheduled tasks** in **Channel settings** on desktop, still **Jobs** in your phone's Inbox and the **Automations** tab, the clock icon, in a channel on mobile), miniapps are apps (the mobile channel tab and **Settings → Apps** say **Apps** too, since v1.0.180), and the old Home is your Private Channel: the row with a lock under **Inbox** on desktop, still **Home** on your phone. Desktop's **Home** is now the page the app opens on. See [Get the apps](https://docs.nebula.gg/docs/getting-started/apps) for the full list. **My agent isn't doing what I asked** For an agent built in Nebula, open it from the channel's team and check its **Brain** tab, where **Instructions** (**System Prompt** on your phone) holds what it follows, and its **Tools** tab. Make the instructions more specific, or ask Nebula to change them - it edits the agent itself, if you can edit that agent. The agent's description is written from its instructions, so it updates on its own. A coding agent brings its runtime's own tools, and on desktop its **Instructions** are sent to the runtime at the start of every new session; see [Coding agents](https://docs.nebula.gg/docs/workspace/coding-agents). For other agents, see [Agents](https://docs.nebula.gg/docs/channels/agents). **A scheduled task didn't run** Open it from **Channel settings → Scheduled tasks** on desktop (**Automations** on mobile), and look at its runs. It may be paused, either by someone or automatically: when a connection it uses stops working or is disconnected, the workspace has no subscription or runs out of credits, it reaches its run limit or end date, or it fails 10 times in a row. It also skips a run while the last one is still waiting on you, for up to two days. See [Tasks](https://docs.nebula.gg/docs/channels/tasks). **A task says it needs me** It's waiting on you - usually a question, details it needs, a write to approve, a request to run on someone's computer, or an app to connect. If it raised a card, answer it in the thread on the message that asked for the work, or inside the task, and it carries on. A scheduled run that stops for you posts in the channel, tags its owner and links **Open the job**, where you answer it. On your phone, find the task in its thread under the channel's **Threads** tab. If it ended by asking in words, reply to what it asked. See [Tasks](https://docs.nebula.gg/docs/channels/tasks). **A Slack, Gmail or GitHub connection broke** When a connection expires, the task that needs it posts a card asking you to reconnect, and the work picks up once the account is linked again. A scheduled task that stopped because its account kept failing to sign in or was disconnected switches itself back on once you reconnect that account. If the card says to turn the job back on after reconnecting, do that. An expired connection also shows a red status in **Settings → Account → Connections** on desktop, or **Settings → Connections** on your phone. See [Connections](https://docs.nebula.gg/docs/workspace/connections). **Nebula says this workspace has no subscription** Chat and calls come with a subscription: one seat for each member, the owner included. Your first workspace starts with free messages, shared by everyone in it, and the app shows how many are left once they're nearly gone. After that, sending shows _"This workspace has no subscription. Subscribe for unlimited chat, calls and AI orchestration."_ (or _"This workspace used its free messages…"_), and the workspace's scheduled tasks pause. Click **Subscribe** - **Start free trial** if your workspace can still have one - to go to checkout. In the desktop app, only the workspace owner can manage billing in **Settings → Workspace → Billing**, and the terminal's **Settings → Billing** is owner-only too. Paused tasks switch themselves back on once a card subscription's first payment goes through. Topping up credits won't restart them on its own - a workspace with no subscription stays gated until someone subscribes. Plans and prices are on [nebula.gg/pricing](https://nebula.gg/pricing). **Do I pay for each person I invite?** Each member takes a seat, but sending an invite is free. The seat is added when someone accepts, and a subscription paid by card grows to match. A subscription bought in the App Store or Google Play covers one seat, so to add teammates, move billing to a card first: the workspace owner clicks **Move to card billing**, in the desktop app's **Settings → Workspace → Billing** or on the web billing page, and checkout bills every seat by card, yours included. Cancel the store subscription afterwards so you aren't charged twice. The phone points you to the web with **Add members on the web**. **What do Nebula Credits pay for?** Your subscription and your Nebula Credits pay for different things: | | What it pays for | Can you buy it? | | ------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------- | | **Subscription** | Chat and calls, with one seat for each member, plus one cloud device for the workspace | Yes: **Subscribe** | | **Nebula Credits** | Tasks and the tools they use (web search, browsing, email, connected apps, media generation and other models), and the hours cloud devices are in use, including the one that comes with your subscription | Yes: **Top up** or **Auto top-up** | | **Tool Credits** | Retired. A balance left over from an older plan is counted in your Nebula Credits and spent last | No | Your own computer costs nothing, and a [coding agent](https://docs.nebula.gg/docs/workspace/coding-agents) bills its tokens to its own plan or API key. No subscription adds credits each month. Your first workspace starts with a few Nebula Credits, and Nebula spends those before any you buy. Credits you buy never expire. To add more on desktop, open **Settings → Workspace → Billing** and click **Top up**, or turn on **Auto top-up**; only the workspace owner can top up there. The terminal's **Settings → Billing** screen is owner-only as well: it shows the balances and the credit history, and the owner can set auto top-up there, but a card or a top-up is added on the web page it opens. On your phone, **Settings → Billing** has **Top Up**, which buys credits in the app, and auto top-up is set on the web. **Can I still buy Tool Credits?** No. Nebula Credits are the only credits you can buy now, and they pay for everything Tool Credits used to, including external models, browsing and media generation. Every top-up adds Nebula Credits, and so does an auto top-up that was set up for Tool Credits on an older plan. Tool Credits you already have aren't lost. They're already counted in the Nebula Credits balance on your billing page, and Nebula spends them last. **What happens to work that's already running when credits run out** The task keeps its recorded work. Tools that cost credits, including browsing, web search, media, connected apps and cloud-device execution, are unavailable until credits are added. The agent is instructed to finish what it can with the information and tools still available, and to report what is blocked. A tool-credit notice offers **Top up Nebula Credits** on desktop or **Add Nebula Credits** on your phone (**Add credits** on a notice in the channel). If the run has stopped at the credit floor, the mobile card offers **Top up and continue** instead. Top up, then ask Nebula to continue if the turn has already ended. Channel chat remains available with your subscription. **A scheduled task stopped because the workspace ran out of credits** If a scheduled run fails because the workspace is out of credits, the task is paused rather than deleted, and the channel is told the workspace ran out of credits. It switches itself back on when the workspace is topped up by card, by auto top-up, or when a card subscription renews. Credits bought in the phone app don't switch it back on, so resume it yourself. ## What's new Every update lands on the [changelog](https://nebula.gg/changelog). Entries that only affect one app are badged **mobile**, **desktop**, or **cli**, so you can tell what applies to you. On mobile, the same entries are under **Settings → What's New**. When there's a new highlight, the apps show it once: **Desktop:** A card marked **New** sits at the foot of the sidebar. Click it to read the entry in your browser, or close it with its **✕**. **Mobile:** A sheet opens over your channels list. Tap **Learn more** to read the entry, or **Cancel** to close it. Once you close a highlight, it stays closed on that device until the next one. ## Related - [Quickstart](https://docs.nebula.gg/docs/getting-started/quickstart): Create your first channel and put its team to work - [Connections](https://docs.nebula.gg/docs/workspace/connections): Connect Gmail, Slack, GitHub and more - [Tasks](https://docs.nebula.gg/docs/channels/tasks): Follow work, answer approvals, schedule recurring tasks - [Changelog](https://nebula.gg/changelog): Every update Nebula has shipped, newest first