Getting help with Garuda
Support runs through one address: info@ravan.ai. Most problems are one of three things — a domain that is not on the agent's allowlist, a question no knowledge source covers, or a visitor who never consented — and all three are fixable in the portal in minutes. The help centre and the FAQ answer the rest.
Checked against the running product on 30 August 2026. Everything here describes what Garuda does today.
Before you write: three checks that explain most problems
The widget not appearing, the agent saying it does not know, and a lead that never arrived. Each one usually has a single cause: a website domain that is not on the agent's allowlist, a question no knowledge source covers, and a visitor who never consented.
| What you are seeing | Usual cause | Where to look |
|---|---|---|
| No chat bubble on your website | The agent is not published, or the domain is not on its allowlist | The agent's Appearance settings, then the page's address bar |
| The agent says it does not know | No approved knowledge source covers that question | The agent's Knowledge sources |
| A conversation happened but no lead appeared | The visitor never consented, or never gave an email or phone number | The conversation in your inbox |
The widget does not appear on my site
Four things have to be true before the chat bubble opens, and they fail in roughly this order.
- The agent is published. A draft agent and a paused agent both serve nobody. Publishing is what puts an agent on the air.
- The domain is on the allowlist. Every widget request carries the browser’s origin, and Garuda answers a request from an origin the owner has not approved exactly as it answers an unknown agent: as though it does not exist. So the widget does not warn you, it simply never opens. Set the domain in the agent’s Appearance settings.
- The host matches exactly. The check compares hosts, not parent domains, so
www.example.comandexample.comare two different entries, and a staging or preview domain is a third. Enter the host on its own, withouthttps://and without a path. - The subscription is active. A past-due or cancelled workspace stops serving visitors, who are told the assistant is temporarily unavailable. See what a failed payment does.
If all four hold, check that the embed snippet is really on the rendered page — copy it from the portal rather than retyping it, and view the page source to confirm it survived your CMS.
The agent answers that it does not know
That is usually the agent working correctly. An agent answers from the instructions and the knowledge sources you approved, and it is told to use only that material, to say so when information is missing, and never to invent prices, availability, policies, guarantees or legal claims. “I do not know” is the right answer to a question your knowledge does not cover, and it is the behaviour that keeps the agent from making something up.
The fix is to add a knowledge source that answers the question in plain words. You can add up to 5 sources per agent, up to 100,000 characters each. One non-obvious cause is worth knowing: when the prompt is assembled, each source contributes at most 12,000 characters and the assembled prompt stops at about 40,000, so the tail of a very long source can go unused. Split long documents into focused sources and put the answer near the top of each one.
A visitor chatted but no lead appeared
Consent is the usual answer. Garuda refuses to store contact details without it: a submission that does not carry consent is rejected and nothing at all is written, and the consent box on the widget’s lead form is required before the form will send. A conversation in your inbox with no lead beside it means the visitor talked but never agreed.
- A lead also needs at least an email address or a phone number. Neither one, no lead.
- Lead capture has to be enabled on that agent for the form to be offered at all.
- Contact details you type into the portal yourself are stored as manual leads and say plainly that no consent evidence was collected, so they never get counted as consented captures.
How do I get support?
Email info@ravan.ai. That is the only support channel: there is no phone line, no live chat with a person, and no ticket portal.
Garuda offers no support SLA, and this page does not promise a response time, because nothing in the product enforces one and a number invented for a web page is worth nothing to you. What helps instead is a message that can be answered on the first reading — which is what the next section is about. If a reply matters by a particular date, say so in the subject line.
What should I put in the message?
Enough for someone to reproduce what you saw: the account email, which agent it was, what you expected, what actually happened, where and when, and the request id from any error.
| Include | Why |
|---|---|
| The email address on your account | It identifies the workspace. Writing from that address is the fastest evidence |
| The agent's name, and the site it is published on | Most problems belong to one agent and one domain |
| What you expected to happen | The gap between expectation and behaviour is often the whole bug |
| What actually happened, in the words on screen | Exact error text is searchable; a paraphrase is not |
| The page URL and roughly when it happened | Server logs are found by time and path |
| The request id, if there was an error | It matches your report to the exact log line for that request |
Finding the request id. Every Garuda API response carries an X-Request-ID header, and every error body carries the same value as request_id. The portal does not print it on screen yet, so the reliable way to get it is your browser’s developer tools: open the Network tab, repeat the action, select the failed request, and copy the id from the response headers. If you cannot get to it, send the exact error text and the time instead — that is usually enough.
A screenshot helps. A password never does: no Garuda email will ever ask for your password, an access token or a card number, so please do not put any of them in a message.
Where are the written answers?
In the help centre, for step-by-step guides to the setup tasks, and in the FAQ, which is the fullest set of short answers on this site. Anything about data handling is on the security page.
| Page | What it answers |
|---|---|
| Help centre | Step-by-step guides: creating your first agent, adding knowledge, approving the domains an agent may run on, installing the widget |
| FAQ | Cost, plan limits, what happens at the conversation cap, installing the widget, where answers come from, cancelling |
| Security | Consent, visitor identity, domain allowlisting, third parties, and a plain list of what Garuda does not have |
| Refunds | Cancelling, what a failed payment does, part-months, and how to ask for a refund |
| Privacy | What is collected, how it is used, and how to ask for data to be removed |
| Contact | Which enquiry goes where, and what Garuda cannot help with |
If you would rather be walked through a task than look up an answer, start at the help centre. Two questions come up often enough to answer here as well. The conversation limit is 100 conversations in any rolling 30 days: past that, new conversations are refused until older ones fall outside the window, while conversations already under way carry on normally. And billing is managed by the workspace owner only — Garuda refuses to open the billing portal for anyone else on the account.
How do I tell whether the problem is Garuda or my site?
Garuda publishes no status page and offers no uptime SLA, so the practical test is scope. If the portal works and your other agents answer, it is nearly always configuration on the one agent. If nothing responds anywhere, say so in your email and include the time it started.
A quick way to separate the two: open the page your widget is installed on in a private window and watch whether the bubble appears at all. A bubble that never appears points at publishing, the domain allowlist or the snippet. A bubble that appears and then fails on a message points at the conversation itself, and that is when the request id from an error is worth the two minutes it takes to find.
Where do billing questions go?
The same address, and the answers to most of them are already written down: cancelling, part-month refunds, failed payments and receipts are all covered on the refunds page.
Read refunds and cancellation first, then write to info@ravan.ai with the account email and the charge you are asking about.
Still have a question?
Every answer on this site is written from the product as it works today. If something here does not match what you see, treat the product as the truth and tell us.