Troubleshooting and Support
What to Include When Contacting Support About a Setup Issue
Jun
Support can help much faster when the first message includes the right details. A setup issue can involve USB, Bluetooth, microphone permissions, shortcut conflicts, app focus, operating system behavior, or physical product condition. If the support message only says “it does not work,” the first reply has to ask basic questions.
This guide explains what to include when contacting HarnessKeys support about a setup issue. The goal is to share enough context to diagnose the problem without sending sensitive information that support does not need.
Include order and contact basics
Start with the order number if you have one and the checkout email used for the purchase. These details help support find the order. If you do not have an order number, say that clearly and include the approximate order time and email used at checkout.
Do not send full card numbers, wallet credentials, passwords, bank logins, or private payment information. The payment page makes clear that support does not need those sensitive details by email.
Order identification is enough.
Describe the computer and operating system
Setup behavior depends on the machine. Include whether you are using macOS, Windows, Linux, or another environment. Mention the computer type if it helps, especially if the issue involves Bluetooth, USB-C hubs, docks, or sleep behavior.
You do not need to write a full technical inventory. A clear line such as “MacBook Pro on macOS, using Bluetooth” or “Windows desktop through USB hub” is useful.
Support needs the environment where the problem happens.
State the connection mode
Say whether you are using USB or Bluetooth. If you tried both, include the result for both. For example: “USB works in a text field, Bluetooth does not pair” or “Bluetooth connects, but the mic key does not start dictation.”
This separates connection problems from mapping problems. It also helps support decide which checklist fits your issue.
Mode matters.
Name the app and desired action
Include the app or tool where the issue appears and what you wanted the key to do. “Approve key triggers wrong action in Cursor” is much better than “button broken.” “Mic key does not start browser voice input” is better than “voice does not work.”
If the key works in one app but not another, say both. That evidence points toward app focus or shortcut conflicts instead of complete device failure.
Specific app behavior guides troubleshooting.
Report the plain text field test
Before writing support, open a plain text field and press each key. Report what happened. This simple test tells support whether the computer receives input outside your AI workflow.
If no keys register in a plain field, connection or hardware diagnosis comes first. If keys register there but fail inside an app, mapping, focus, or permissions are more likely.
This one test saves several messages.
Attach screenshots without secrets
Screenshots can help, but remove sensitive information. Do not show full payment details, private tokens, passwords, customer data, or unnecessary personal information. For setup issues, useful screenshots might show Bluetooth status, app permission settings, or an error message.
If the issue is physical damage, clear photos of the package, shipping label, and product are more useful than screenshots.
Share evidence, not secrets.
Explain what changed recently
If the setup worked before, mention what changed: new computer, operating system update, browser update, AI tool update, shortcut change, desk move, dock, hub, or switch from USB to Bluetooth. Recent changes often explain sudden failures.
If nothing changed and the problem started from first use, say that too. First-use issues and regression issues are different.
The timeline matters.
Separate setup issues from order issues
If the problem is that the device arrived damaged, the wrong item arrived, or something is missing from the package, say that clearly. That is not the same as a setup issue. It may require photos, package details, and review under the returns policy.
If the device looks normal but a key does not behave in one app, that is more likely setup, mapping, or shortcut troubleshooting. Separating these categories helps support route the message correctly.
Write one expected-result sentence
Add one sentence that says exactly what you expected to happen. For example: “When I press the mic key, I expect voice input to start in the browser prompt field.” Or: “When I press cancel, I expect the AI response to stop.” This is more useful than only describing what failed.
Expected behavior gives support a target. Without it, they have to guess which workflow you were trying to build.
Keep the message short but complete
A support message does not need to be long to be useful. The best format is a compact checklist: order number, checkout email, operating system, connection mode, app name, key affected, expected action, actual result, and what you already tested. That gives support enough to begin without reading a long story.
If you have screenshots or photos, attach only the relevant ones. A focused message is easier to answer than a large folder of unrelated images.
Use the official support route
Contact HarnessKeys support through the site route. For shipping questions, include destination country and tracking number if available. For damaged, incorrect, or missing items, review the refund and returns policy and include clear photos where relevant.
For product context, see the HarnessKeys product page. A good support message should make the next step obvious.
