When something isn’t working.

You do not need a support portal, a ticket form, or the right email address. Tell 1Presence itself. Describe what went wrong, in your own words, right in the conversation — it files the report for the team to review, with your permission, and you carry on with your day.

Prefer email? Write to [email protected] — it reaches the same people.

Occasionally a reply dies mid-thought — a busy moment on the network, a service hiccup, a spike in demand. Your message is not lost: it is still in the conversation, and sending it again usually just works.

• Try once more. Most failures are momentary. A second send a few seconds later typically goes through.
• Busy moments pass. If you see a note about high demand, give it a minute. Nothing about your account is wrong.
• Keeps happening? Say "report this as a bug" — repeated failures are exactly what the team wants to hear about.

A single conversation can only hold so much at once. When one grows very long, 1Presence quietly folds the oldest part into a compact recap and carries on — you may notice a short note that it is doing so. Your full transcript stays visible to you, untouched; the folding only affects the working copy it thinks with.

And starting a fresh conversation is always safe. Memory is what carries between conversations — what you told it, decided, and worked on — so a new thread starts light without starting over. For anything long-running, a fresh conversation per sitting is a good habit.

1Presence pings you when something genuinely needs you — an "over to you" card from an agent, a finished run. If those are not arriving:

• On iPhone: notifications require the app on your home screen first — Safari, share icon, "Add to Home Screen". Open it from the icon, then allow notifications when asked.
• On Android: install it from Chrome (menu → "Install app" or "Add to Home screen"), then allow notifications.
• Check the phone itself. Notification permissions live in your device settings too — make sure 1Presence is allowed there.

1Presence is server-backed — that is what keeps your phone and laptop perfectly in sync. Views you have visited recently open offline for reading, but sending a message needs a connection.

It runs anywhere a modern browser runs, and installs as a real app on both your phone and your desktop — no app store involved.

• Files read from connectors and synced folders are capped at 10 MB each — larger files are skipped rather than half-read. For big documents, the answer is usually to ask about the part you need.
• Very long conversations fold — see above. Nothing is deleted; the oldest stretch is recapped so the conversation can continue.
• Attachments work best a few at a time — a couple of photos or a document per message. For whole folders, connect them instead of attaching.