Start with the docs and the changelog. Most issues are a known fix or a recent release. If you still need us, we're one email away.
- Docs
- docs.mongoqui.com
- Changelog
- /changelog
- Free
- email, best effort
Try these before you write.
Most questions have a published answer or a recent fix. These two channels resolve most issues without opening a ticket.
What you should actually expect.
Concrete numbers, not "premium support". Severity 1 on Ultimate gets 24/7 on-call coverage. Everyone else works UAE business hours, Monday through Friday.
Need a higher SLA or custom terms? Talk to sales →
Before you write us. Try these in order.
These steps cover the most common problems. They take a few minutes, and the results help us reply faster.
- 01
Check your version.
Open Settings → Security → Software Updates (or App menu → About MongoQUI) and confirm you're on the latest. Current shipping version: 1.2.15.
- 02
Check for updates.
App menu → Check for Updates, or Settings → Security → Software Updates. The update check runs in the background and shows a banner when a newer version is on downloads.mongoqui.com; a manual check can surface a blocked download.
- 03
Reconnect to your database.
Close the connection tab and re-open it. Many transient issues are refresh-token related.
- 04
Note what happened.
Describe what you did and attach a screenshot of the error. We'll tell you if we need logs and how to collect them.
- 05
Try the web app.
app.mongoqui.com uses the same cloud backend. Works there but not on desktop? The issue is local. Fails in both? It's us.
Include the fields below. We won't have to ask twice.
Copy the template, fill in the blanks, attach a screenshot of the error, and send it to support@mongoqui.com. Or skip email and use the bug report form, where you can paste screenshots directly.
Subject: Bug report: <one-line summary> MongoQUI version: 1.2.15 (Settings → Security → Software Updates, or App menu → About MongoQUI) OS + version: macOS 14.4 (or Windows / Linux) Build channel: stable (the only channel today) ## What I did 1. Open the app 2. Connect to cluster X 3. Run query Y ## What I expected A filtered result set. ## What happened The app hung for 20s, then returned an empty array. ## Evidence - Screenshot: <attach a screenshot of the error> - Logs: not needed up front. We'll tell you if we need them and how to collect them. ## Extra Anything weird in the environment: VPN, custom TLS, airgapped proxy, etc.
Security issues go to a different inbox.
Don't open a public ticket or community thread. Email security@mongoqui.com. We follow a 90-day coordinated-disclosure policy. Full details on the Security page.
Common problems.
None of these fit? support@mongoqui.com. Include a screenshot of the error and we'll take it from there.
Still stuck?support@mongoqui.com.
One inbox, staffed by the people who wrote the code. Attach a screenshot and we'll triage within the SLA for your plan.