We want ACE to work well for you. This page explains how to get help, report problems, and reach us.
1. Getting Help
The fastest way to get help is to email our support team at support@buildwithace.ai. To help us resolve your issue quickly, please include:
- the email address associated with your account;
- the version of the App you are using and your macOS version;
- a clear description of what you were doing and what went wrong; and
- any error messages, screenshots, or steps to reproduce the problem.
2. Response Times
We aim to provide an initial response within 2 business days. Support is generally available Monday to Friday. Response times may be longer during weekends, holidays, or periods of high volume. These targets are goals, not guarantees, unless otherwise stated in a separate written agreement.
3. Documentation and Self-Service
Many questions are answered in our documentation and help resources at https://buildwithace.ai/docs. There you can find setup guides, including how to install and configure the third-party AI provider CLIs (Claude, Codex, and Gemini) that ACE orchestrates, along with troubleshooting tips and frequently asked questions.
4. Billing and Subscription Help
For questions about a lifetime purchase, subscription, renewals, cancellation, or refunds, see our Refund and Cancellation Policy, or email support@buildwithace.ai. You can manage or cancel your subscription at any time through the Stripe customer billing portal.
5. Reporting a Bug
Found a bug? Please report it to support@buildwithace.ai with steps to reproduce, the expected versus actual behavior, your App and macOS versions, and any logs or screenshots. Please do not include sensitive credentials or secrets (such as AI provider API keys) in bug reports.
6. Third-Party AI Provider Issues
ACE orchestrates AI tools provided by Anthropic (Claude), OpenAI (Codex), and Google (Gemini), which you configure with your own accounts and credentials. For issues specific to a provider's account, billing, quotas, model availability, or output, please contact that provider directly. We are happy to help with how ACE integrates with these tools, but we cannot resolve issues internal to a third-party provider.
7. Reporting a Security Issue
We take security seriously and appreciate responsible disclosure. If you discover a security vulnerability, please report it privately to security@buildwithace.ai rather than posting it publicly. Include a description of the issue, the steps to reproduce it, and any relevant details. Please give us a reasonable opportunity to investigate and address the issue before any public disclosure. Do not access, modify, or delete data that is not yours, and do not degrade the Service while testing.
8. Company and Contact Details
- Company: ACE Software
- Website: https://buildwithace.ai
- Support: support@buildwithace.ai
- Security: security@buildwithace.ai
- Privacy: privacy@buildwithace.ai
- Mailing address: ACE Software, San Francisco, California, United States