Guide
Contact
First Crack technical support, billing, and machine setup help
| Purpose | Address |
|---|---|
| General & technical support | [email protected] |
| Enterprise & sales | [email protected] |
We aim to reply within 1–2 business days.
Roaster connection help
Section titled “Roaster connection help”When setup is stuck, include:
- Roaster make & model
- OS (e.g. Windows 11 / macOS 14) and First Crack app version
- Connection type: USB / LAN / Phidget
- Artisan Machine settings screenshot (if used) → Artisan guide
- Error message and port-list screenshots
Billing & refunds
Section titled “Billing & refunds”- Account email
- Payment date and plan (monthly/yearly)
- Reason after reading the refund policy
Sending logs
Section titled “Sending logs”Support may ask for logs after crashes or app errors.
- In the app: Settings → Advanced → Send logs (or the path support gives you)
- Attach the file to your email
- Include when it happened and steps to reproduce