Talk to the builder

We want to see what broke.

When something fails, send the facts. We look at the actual run rather than guess from a generic error message.

Support: support@w1lab.com

Email support

Send installation, account, billing, privacy, or run problems to support@w1lab.com.

Include your operating system, W1 version, roughly when it happened, and the final error shown. Do not email passwords, tokens, private keys, or a whole confidential project.

Sign-in problems

  • Update W1 to the latest release.
  • Complete sign-in in the browser window W1 opens.
  • Return to W1 after the success page appears.
  • If the session is expired or revoked, sign out and start a fresh sign-in.

A run looks stuck

  • Look for a provider retry, compaction, permission request, or “needs input” state.
  • Do not keep pressing Continue unless the run has paused.
  • If the app shows no progress and no stop control, record the time and contact support.

Share a trace safely

Full run traces are stored locally, under ~/.w1/userdata/workspaces/<folder>-<id>/runs/. They can contain prompts, paths, commands, observations, and project details.

Do not attach one unless support asks for it. Review it first and remove secrets or private content. W1 will never ask for a provider key.

Updates

Desktop builds update themselves. Microsoft Store builds update through the Store, and the VS Code extension through the Marketplace. If an update fails, keep the old version installed and send the version numbers to support.

A useful bug report

  1. 01 · EnvironmentOperating system, W1 version, install source, and whether this was a new or existing thread.
  2. 02 · Expected resultWhat you asked W1 to do and the observable result you expected, without sending confidential project content.
  3. 03 · Actual resultThe final visible error, when it happened, and whether restart, Continue, or retry changed the state.
For security issues, put “SECURITY” in the subject line and avoid publishing the details before we respond.

By contacting support, you acknowledge the Privacy Policy. W1 will use the information to investigate and respond to your request.