support

something is not going the way you expect, or you need a human. this page says where to go and what to bring.

where to go

what is wrong	where	expect a reply
a bug, a crash, a wrong result, a missing feature	github issues	2 business days for a first response
account access, a lost project, a compromised credential	support@getcrosscode.dev	1 business day
deleting your account or your data	support@getcrosscode.dev	2 business days
a security vulnerability	SECURITY.md, never a public issue	2 business days
illegal content, or content that breaches section 4 of the terms	abuse@getcrosscode.dev, see the dsa contact page for what to include	2 business days
a copyright complaint or counter-notice	legal@getcrosscode.dev, see the dmca page	2 business days
a privacy request: access, deletion, or a question about what we hold	privacy@getcrosscode.dev	30 days, usually much sooner

those are targets, not a service level agreement. crosscode is a small project and there is no 24-hour desk behind it. if a reply matters by a deadline, say so in the first message.

bugs belong on github rather than in email, even if you would rather not write in public, because the next person hitting the same thing needs to find it. if the bug cannot be described without something confidential, open an issue saying only that much and email the detail.

before you file

crosscode --version
crosscode status

if your agent is finding out about conflicts on its next tool call rather than before it edits a file, check .claude/settings.local.json: crosscode start on 0.1.0 wrote the wrong command into the PreToolUse hook, and releases before 0.1.5 wrote it into the committed settings.json instead. re-running start on a later release repairs both in place -- it installs the working entry in settings.local.json and takes the committed one back out -- and mcp client setup has the entry that works.

status reports the branch, whether the daemon is connected, whether sync is paused, the cursor, pending conflicts, and who else is on the branch. it prints no tokens and no file contents.

if the daemon itself is the problem, crosscode stop then crosscode start gets you a fresh one, and the error on the way is usually more specific than the one you started with.

what to put in a bug report

1. what you ran, verbatim, including flags.
2. what you expected, and what happened instead. one sentence each.
3. crosscode --version and crosscode status output.
4. your os and node version (node --version). crosscode needs node 24 or newer.
5. which agent or editor was driving it, if one was: claude code, codex cli, cursor, opencode, gemini cli, or none.
6. whether it reproduces, and the smallest sequence that does it.

redact anything you would not post publicly. we do not need your source code.

things that are working as intended

• a file changed under you without asking. that is the product. a teammate edited it and you had not touched it, so it was written silently.
• a teammate's edit has not arrived. check you are both on the same branch. same project and same branch name is what makes a room; different branches never sync.
• an untracked file is not syncing. only tracked files sync, and .env*, *.pem, *.key and similar never sync even when tracked.
• nothing syncs during a rebase or bisect. sync pauses for the duration and resyncs after.
• a conflicted file stopped syncing in both directions. it is quarantined until the conflict is resolved, so a half-merged file is never published.
• history older than about 7 days is gone. a checkout that was offline longer is told to resynchronize rather than handed a partial history.
• git pull refuses, and the changes it would bring are ones you already have. a teammate committed and pushed work the two of you were both holding uncommitted, so git sees local modifications in the way and stops, even though the bytes are identical. this is git behaving correctly and crosscode declining to intervene: making the pull succeed would mean checking files out on your behalf, and crosscode never touches your tree around a commit. ask your agent to clear the way (it can stash, pull, and drop the stash) or do it yourself. nothing is lost while the pull is outstanding; the two checkouts keep syncing uncommitted files in the meantime.

legal

• terms of service
• privacy: what we can and can't see: the plain-language version
• privacy policy: the formal notice, and how to exercise your rights
• cookies
• subprocessors: the third parties that process data for us
• data processing addendum: for business users; applies without signing
• copyright and dmca
• dsa contact and illegal content reports
• accessibility

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