Contact support

Choose a support route

The investigation-specific link prepares an email with the reservation ID in the subject and body. It opens your email application; review the draft, explain the problem, and send it yourself. If no email application opens, use the relevant address directly and copy the reservation ID from Usage Detail.

• Email Nexus support

Include useful details

• What you were trying to do and the last control you selected.
• The exact error or status message, when it occurred, and your time zone.
• Your account email and plan name, plus a case reference or reservation ID when relevant.
• The expected result, the result you observed, and whether refreshing or signing in again changed it.
• For payment issues, the purchase time and a relevant confirmation or invoice reference. For exports, name the selected sections and missing content.

I opened Usage at 10:30 Europe/Zurich after an investigation in my test case. The response is still pending, but I cannot find a settled history entry. The latest status is [copy message]. I reopened the same case once. Please check its status before I submit another request.

Share only the evidence needed

Start with identifiers and the error text. If you attach a screenshot, crop unrelated cases and remove details that are not needed to understand the problem. Do not include passwords, authentication codes, notes passphrases, or full payment-card details.

Review reports before attaching them. A PDF can include chat messages, files, findings, and unlocked investigation notes, depending on your export selections; notes included in a PDF are plain text. Describe sensitive content in general terms first and let support clarify what additional evidence is necessary.

Keep the original case and any payment confirmation available while the issue is investigated. A support request is the appropriate next step for an unexplained charge or persistent failure; deleting the account removes context and does not cancel a paid subscription.