help · support
reach a human.
a quick question or a job that won't finish — write to the team, or work through the fixes for the four problems we hear about most. we aim to respond within 24 hours.
every channel here is read by the people who wrote the code
- email
reach our team directly for technical questions, account issues, or anything else — we read every message.
[email protected] · ~24 hour response
send an email - community slack
get real-time help from the team and other researchers. share workflows, ask questions, and stay up to date.
#general, #support, #showcase · real-time
join slack - suggestions box
request a feature, flag a documentation gap, or report a security problem. the team reads every suggestion.
/suggestions · read by the team
make a suggestion
talk to us about an enterprise plan
- Everything in Team, plus:
- SSO via Okta, Azure AD, Google Workspace or OneLogin
- SCIM user & group provisioning
- Audit-log export (CSV/JSON) with hash verification
- Unlimited concurrent jobs
- Uptime SLA & level 4 queue priority
troubleshooting tips
unable to sign in, session expired, or permissions error.
- clear browser cookies and try signing in again
- check that your email matches the account you registered with
- if using SSO, ensure your organization admin has granted access
- contact support if the issue persists after 10 minutes
a computational job (folding, docking, ADMET) returned an error or timed out.
- check the job status card in your canvas for specific error messages
- verify your input format — PDB files, SMILES strings, and FASTA sequences must be valid
- retry the job once — transient GPU availability issues resolve automatically
- for persistent failures, share the job ID with our support team
3D molecular viewer is stuck on loading or renders a blank canvas.
- ensure your browser supports WebGL (chrome, firefox, and edge all do)
- disable browser extensions that block scripts (e.g., uBlock, NoScript)
- try a hard refresh (cmd+shift+R on mac, ctrl+shift+R on windows)
- if the structure file is very large (>50MB), give it 15-30 seconds to parse
unable to download results, exports stalling, or files are incomplete.
- check that pop-ups are not blocked — some browsers prevent automatic downloads
- for large exports, use the sandbox file manager instead of direct download
- verify you have sufficient storage quota on your plan
- try exporting in a different format (CSV instead of Excel, PDB instead of mmCIF)
the answer may already be written down.
- faq
answers to the most common questions about the platform, billing, and workflows.
open frequently asked questions - guides
step-by-step walkthroughs for protein folding, docking, ADMET, and more.
open tutorials & guides - compliance
how we handle data privacy, audit logging, and regulatory requirements.
open compliance & security