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Support requests

EcoLink support lives inside the console. Open a request, and our team replies in the same thread — no email back-and-forth to manage.

Find it at console.ecohash.com → Support (bottom of the sidebar).

Open a request​

  1. Click New Request.
  2. Fill in:
    • Subject — a brief summary of the issue.
    • Describe the issue — what happened, what you expected, any error messages, and which resource is affected (instance, agent, model, etc.). The more specific, the faster we can help.
  3. Click Submit.

Your request appears in the list immediately with status Open.

Follow the conversation​

The Support page is a two-pane view: your requests on the left, the selected conversation on the right.

  • Your messages and the EcoLink team's replies appear in one thread. Staff replies are labelled EcoLink Support.
  • The page checks for new replies automatically — you don't need to refresh.
  • A request with an unread reply shows a dot next to it in the list.
  • Type in the reply box and click send (or press Ctrl/Cmd + Enter) to add to the thread.

Request status​

StatusMeaning
OpenActive — you and the team can keep replying.
ResolvedThe team marked it handled. You can still reply if you need more.
ClosedFinished. The reply box is disabled — open a New Request if something else comes up.

Tips for a fast resolution​

  • One issue per request keeps the thread focused.
  • Include IDs where relevant — an instance name, agent name, model ID, or a transaction ID from the Billing page.
  • For billing questions, the transaction ID from your ledger lets us look up the exact charge.