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Email support@getkato.io when you cannot resolve an issue with the guidance in this help center.

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What to include

  • The email address on your Kato account.
  • Your workspace name.
  • The device and browser or app you are using.
  • What you expected to happen.
  • What happened instead.
  • The approximate time the issue occurred.
  • A screenshot or short recording when it helps explain the problem.
Do not send passwords, authentication codes, full payment card details, or other secrets.

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Try a quick isolation check

Before reporting a missing item, confirm the selected workspace and the view’s filters. For a connection problem, check the account and its displayed sync or authorization status. For an automation, include whether it is published and live and what its Runs view shows. These checks help distinguish an item hidden by a view from a save problem, or an inactive workflow from an action that failed during execution. You do not need to diagnose the cause before contacting us.

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Use this report template

Use one representative example. A task link and the time it failed to save are usually more actionable than a screenshot of a whole workspace with no explanation. If the problem happens only with one item, say so.

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Share useful screenshots

Capture the control or error that explains the issue, with enough surrounding context to identify the page. Redact unrelated client information. Do not include API keys, access tokens, passwords, sign-in codes, or payment card details. For API issues, include the method, route, status code, and a redacted example request and response. Remove the Authorization header value. For billing questions, use billing support and include the invoice reference rather than payment credentials.

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Account access

If you cannot sign in, contact us from the email address associated with your account whenever possible. We may ask for additional information to verify the request before making account changes.