One address reaches the people who build KoalaFix. Write to it the way you would brief a colleague: what you were doing, what you expected, what happened instead.
KoalaFix Pty Ltd · 425 Smith Street, Fitzroy VIC 3065 · support@koalafix.com
1 · Email us.
Send it from the address you sign in with, so we can find your account without asking.
This covers KoalaFix memory (the shared memory your AI assistants use through mcp.koalafix.com) and the KoalaFix helpdesk app. If you are new to memory, the memory docs answer most first questions: connecting each assistant, inviting your team, what is shared and what stays private.
2 · What to include.
A good first email saves a round trip. Please tell us:
- the email address you sign in with, and the name of your workspace;
- which assistant you were using (Claude, ChatGPT, Claude Code, Codex, Cursor, Gemini CLI or OpenCode) and how you connected it;
- what you asked it to do, what you expected, and what happened, with the exact error text if there was one;
- roughly when it happened, with your time zone; and
- a screenshot if the problem is on a page.
Never send a token, password or API key. We will never ask for one. If you pasted one somewhere by mistake, revoke it in the dashboard first, then tell us.
3 · When we reply.
Support hours are 9 am to 5 pm Sydney time, Monday to Friday. We aim to reply within one business day, and sooner when nobody on your team can reach their memory.
Security reports are different: we acknowledge them within 24 hours, seven days a week. See Security.
4 · Common requests.
I can't get in
KoalaFix memory is invite-only. If nobody on your team has invited you yet, ask your workspace admin for an invite link, or use Request access on the sign-in page and we will get back to you. If an invite link fails, tell us the link's first few characters and the address you signed in with.
Delete my data or my account
Follow Deleting things in the docs. Anything you can't do yourself there, email us from your sign-in address and we will do it and confirm in writing. The memory privacy notice explains what is deleted and when.
Remove someone from our workspace
A workspace admin can remove a member on the dashboard's Members page. If you need a person shut out of every workspace at once, email us.
Billing
Basic is free and Premium costs US$15 a seat a month (see pricing). Billing questions, for memory or the helpdesk, go to the same address.
5 · Security and privacy.
To report a vulnerability, follow Security and security.txt. For privacy questions or complaints, read the memory privacy notice and the Privacy Policy; the same address handles both.