Contact support with the right details
Last updated: October 11, 2026
How to reach our support team, and what to put in your first message so we can look into it without a round of questions.
Ways to reach support
In the app
Click Help & Resources at the bottom of the sidebar, then Talk To Us. A chat with the support team opens inside Layer. Use it for anything while you are signed in.
Write to support@layer.ai when you cannot sign in to Layer.
Status page
Open Help & Resources > Status to check for an ongoing incident before you write in. During an incident, a banner also shows in the sidebar.
What to include
| Detail | Where to find it |
|---|---|
| Workspace name | The workspace menu at the bottom of the sidebar, or the first part of the address after the domain. |
| Session link | Copy session link in the session's actions menu, or copy the address from your browser while the session is open. |
| The file or generation | Right-click its tile and choose Copy link to file, or open it and use Copy link in the details panel. The details panel also shows the Model, the Prompt, the Cost and the Generation time. For a failed generation, copy the message on its tile word for word. |
| What you expected and what you got | One sentence each. "Expected a transparent background, got a white one" beats "the output is wrong". |
| When it happened | The date and time, with your time zone. |
| Screenshots or a screen recording | Show the whole window, including any error message. A short recording is the fastest way to show a problem that happens over several steps. |
| Browser | Its name and version, and whether the problem also happens in a private window. |
| For plugin issues | The host application and its version (for example Photoshop or Blender), and the Layer plugin's version. |
Before you write in
Check the status page. If an incident is listed, we already know about it.
For a failed generation, try it once more and try another model. Say in your message what you tried and what happened.
Do not send passwords, API keys or access tokens, in a message or in a screenshot.