Support & contact

Last updated 19 August 2026

Something not working, or not sure how to do something? Start here.

Email us

One inbox for everything: faults, questions, billing, account changes, privacy requests and security reports. We aim to reply within one working day.

Before you write

Four things account for most of what people report, and all four you can check in a minute.

A screen has gone blank or stale. Open Screens and look at when it was last seen. If that time is old, the screen has lost its connection — check its power and network before anything else.
A screen is showing the wrong thing. Check Scheduler. A scene running at the wrong time is almost always a schedule rule, not a fault.
A calendar is empty or out of date. Reconnect it under Calendar. OAuth authorisations expire, and providers revoke them when a password changes.
The assistant has stopped answering. Check your AI allowance on Plan. When the monthly allowance runs out, the assistant stops and the rest of the screen carries on.

What to put in a report

A report with these five things in it can usually be diagnosed on first read. Without them the first reply is just a request for them.

Which screen. Its name as it appears on the Screens page, and roughly when the problem started — a date and time, not "recently". Our logs are timestamped, so a time narrows the search enormously.
What you expected, and what happened instead. One sentence each.
How to make it happen again, if you can. If it is intermittent, say how often.
A photo of the screen showing the problem, if it is something visible. For a portal problem, a screenshot of the browser including any error message.
What is affected. One screen or all of them, one widget or the whole layout, one person's account or everyone's.

Please do not send us passwords, Home Assistant tokens, API keys or calendar credentials. We never need them, and we will ask you to rotate anything that arrives by email.

Account, billing and privacy requests

Plan changes, invoices and cancellation are self-service on the Plan page. So are the three things people usually write in about: how long your data is kept, downloading a copy of it, and closing the account altogether — all in the portal, no request needed. Closing the account is the owner's to do, and a running subscription has to be cancelled first.

For anything else — a refund question, a change of account owner, or a correction you cannot make yourself under the privacy policy — email us and say what you want done. We will respond within one month.

Security

If you have found a vulnerability, please send it to support@twinassistant.com with enough detail to reproduce it, and give us a chance to fix it before disclosing it publicly. We will confirm receipt and keep you updated.

Running Mirra yourself

Self-hosted installations have a diagnostics console built into the portal. Sign in with a super admin account and open Super admin from the account menu in the header — it is only visible to super admins. It is the right first stop before opening a ticket, because most self-hosted problems are configuration rather than faults.

Configuration. A banner at the top of the page lists any environment value that is missing or still set to a development placeholder, and explains what each one is for and how to generate it. A relay that will not answer or credentials that will not decrypt usually show up here first.
Fleet. Every paired screen across the install, with how many are online, the app version each is running and when it last checked in.
Usage. Token, transcription and speech usage per account, which is where to look when the assistant stops for one tenant and not another.
Tenants, plans and feature flags. What each account is on, and what is switched on for it.
Audit. A timestamped record of significant actions, useful for working out what changed just before something broke.