Getting help
Where to ask questions and report problems.
To get help with Mel, email hello@openmel.dev or use the contact form, and include your Mel version and what you did. Mel is in active development, and your reports shape what gets fixed next. Here's how to reach us and how to make a report we can act on fast.
Contact
Use the contact form — messages go straight to our support inbox, and replying reaches you directly. Prefer email? hello@openmel.dev is the same inbox the form delivers to. Either channel is right for everything: bug reports, questions, feedback, and account issues.
Accounts
The Mel agent needs a free Mel account, and sign-up is self-serve — there's no waitlist. Create one from the sign-in panel in the app (it's instant), and you're ready to use the agent. If a sign-in or account issue is blocking you, email us with the address you signed up with.
The terminal itself — blocks, panes, tabs, the editor, code review — works without an account. Only the agent needs sign-in.
Reporting a bug
A report we can reproduce is a report we can fix. Please include:
- Your OS and version — e.g. macOS 15.2, Windows 11, Ubuntu 24.04.
- Your Mel version — from the About settings, or match it against the changelog.
- What you did — the exact command, prompt, or click sequence. "The agent broke" is hard to chase; "I ran
/orchestrate-agentwith this prompt and the second worker pane never started" is gold. - What happened vs. what you expected — including the exact error text, copied verbatim. Relay errors have stable machine codes (
unauthorized,forbidden,payload_too_large, …) that tell us precisely which path failed. - Agent context, if it's an agent bug — which model the chip showed (e.g. "auto → " and the model's name), whether the footer showed a relay offline or connecting… pill, and roughly when it happened (helps us find it in server logs).
Before reporting a connectivity issue, run through the Agent connectivity checklist — a slow first turn after launch or a proxy blocking WebSockets accounts for a lot of "the agent is down" reports.
Send a debug log
For a freeze, a crash or something that only happens on your machine, a log helps us most. Mel writes one only when you ask, by starting it with MEL_DEBUG_LOG set to a file path:
| System | Start Mel with a debug log |
|---|---|
| macOS | MEL_DEBUG_LOG=~/mel-debug.log /Applications/Mel.app/Contents/MacOS/mel |
| Linux | MEL_DEBUG_LOG=~/mel-debug.log mel |
| Windows (Command Prompt) | set MEL_DEBUG_LOG=%USERPROFILE%\mel-debug.log then "%LOCALAPPDATA%\Programs\Mel\mel.exe" |
- Quit Mel, then start it from a terminal with the line for your system.
- Do what goes wrong.
- Quit Mel and attach the log file to your email.
What the log holds: Mel's own events, error messages, sizes and timings, with secret-looking strings masked. Clipboard text never reaches it, and Mel writes no prompts or file contents to it, though an error message can name a file path or a web address; read it before you send it if that matters. For more detail, also set MEL_DEBUG_LOG_LEVEL=debug; the file grows quickly at that level, so turn it off afterwards.
On Windows, Mel also keeps a small support log by default, support.log in %APPDATA%\mel (at most about 512 KB). Set MEL_SUPPORT_LOG=1 to keep one on macOS and Linux too, in ~/.local/share/mel/, or MEL_SUPPORT_LOG=0 to turn it off.
Also copy the version line from Settings → About (the copy button next to it gives the version, the channel and your system in one line).
Before you write in
A quick self-serve pass often resolves things faster:
- First-launch or install trouble → Install issues.
- An error message → Common errors — most of the frequent ones are decoded there.
- Behavior that seems wrong → check the changelog; it may have changed on purpose in a recent release.
- "How do I…" questions → the feature docs, starting from the Introduction.
Feedback that isn't a bug
Feature requests, rough edges, "this felt confusing" — all welcome at the same address. We read everything, and small specific observations ("the filter bar hides the match count when the pane is narrow") are exactly the kind of thing that ships in the next release.
FAQ
How do I contact Mel support? Email hello@openmel.dev or use the contact form. Both reach the same inbox.
How do I send Mel a log? Start Mel with MEL_DEBUG_LOG set to a file path, reproduce the problem, then attach that file to your email.
Does the log include my code or prompts? No. It holds Mel's own events and error messages, with secrets masked. An error message can name a file path.