Shuriken
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Support

Get help with Shuriken

Start with Report a bug inside the app, because it sends your app's version and platform along with your words. For anything else, write to office@shuriken.sh.

Reporting a bug#

A report carries what you write, your screenshots, the app's version and your platform. Our cloud adds which of your devices sent it.

  • Where to find it

    On a computer, press the bug icon in the top bar, or search for Report a bug with ⌘K (Ctrl+K on Windows and Linux). On a phone it's in the account menu at the bottom of the side menu. From 5.1 it's also in Settings › About.

  • What helps us fix it

    What you did, what you expected, and what happened instead. Add up to four screenshots: pick a file, paste one, or in the desktop app press Capture window, which takes the window as it was when you opened the report.

  • Keep secrets out of it

    Our cloud can't read your chats, but a report arrives as you wrote it, so we can. Leave out API keys, tokens and passwords, and crop them out of screenshots.

  • Speaking instead of typing

    From Shuriken 5.1 the report box has the chat box's microphone in its corner, and your words land where the cursor was. It uses the same voice setup as your chats: a model on your own computer by default, or a live provider you added with your own key. 5.1 also lets you send a feature request from the same box.

  • When it's fixed

    Every open report gets a decision before the next release ships: our release check doesn't pass while one is still waiting. Once a fix reaches the version you run, What's new opens with your report at the top.

Writing to us#

Everything goes to one address, office@shuriken.sh. There is no support@ or security@ address, so write to this one.

  • Write from your account's address

    Requests about your data, and deleting your account by email, have to come from the address you sign in with. For a problem, say which device you're on and which version of Shuriken it runs.

  • Languages

    Write in English or Slovak.

  • Security problems

    Send a vulnerability to the same address. The security page says what a good report includes and how we credit a major find.

When you'll hear back#

Questions and bug reports have no promised reply time. Three kinds of request have deadlines, set in our Terms and Privacy policy.

  • Complaints

    We confirm a complaint, decide on it within 30 days and tell you the result (Terms, section 14).

  • Requests about your data

    A copy, a correction or an erasure is answered within one month. A complex request can take up to two months longer, and then we tell you why (Privacy policy, section 11).

  • Deleting your account by email

    Done within one month, and we write when it's done. In the app it happens as soon as you confirm the link we email you (how deleting works).

Your account#

Most account changes are in Settings › Account, in the app or at app.shuriken.sh.

  • Delete your account

    Settings › Account › Delete account emails you a link; open it and confirm. How deleting works lists what is deleted, what is kept, and for how long.

  • Take your data with you

    Before you delete, press Export my data first in Settings › Account › Delete account. It saves what our cloud keeps about you.

  • Forgot your password

    Use Forgot password under the sign-in form.

  • A lost or stolen device

    Remove it in Settings › Devices from any other device and confirm with your password. If something goes wrong covers the sign-ins and keys it still holds.

  • Cancel or withdraw

    Cancel Pro any time, without signing in. Within 14 days of ordering, consumers can withdraw instead.

Known issues and outages#

The status page covers our cloud. Your agents run on your own computers and talk to Claude, Codex and the others directly, so a provider's outage shows on that provider's status page.

  • Status

    Six parts of our cloud, each with its own state: the website and web app, sign-in and accounts, sync and relay, notifications, email, and downloads and updates. It has a feed you can subscribe to.

  • What each release fixed

    What's new in the app shows each release's notes, fixes included. The big releases also get a post on the blog.