Getting Support

Use Support Tickets for help with your BRAD account and services. Open a new ticket, choose the applicable department and priority offered by the form, describe the issue, and monitor the same ticket for replies.

The portal's support tickets are with BRAD. A support module inside your CMS belongs to your organization and is a separate system.

Include enough information to investigate

Provide:

• The affected service, invoice number, or domain.
• The CMS version and whether the installation is hosted or self-hosted.
• What you tried, the result you expected, and the exact error shown.
• When the problem began, including timezone.
• Recent changes to the server, DNS, license binding, release, or integrations.
• Relevant log excerpts or screenshots with secrets and personal data removed.

For deployment failures, include the failed stage and whether any hosting resources were already created. For payment problems, include the invoice and payment time, not card details. For a self-hosted installation, mention the runtime, operating system, process manager, and whether PostgreSQL is reachable.

Try the relevant checks first

Problem	Check
Payment received but no service	Billing and services
License rejected after a move	License bindings and reissues
Website unavailable or wrong certificate	Domains and DNS
CMS won't start or live updates fail	CMS troubleshooting
A module's business workflow is unclear	Documentation at /admin/docs on your CMS domain

Protect credentials

Never send passwords, private signing keys, API secrets, full database URLs, two-factor codes, or recovery codes. Redact them from logs and screenshots before uploading.

Keep follow-up evidence in the existing ticket so the investigation remains in one place. If the issue is resolved, report what fixed it and confirm the affected service now works.