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Support

Support — Mela AI

Need help with Mela AI or another Armely solution? We're here for you. Most issues can be resolved in a few minutes using the quick troubleshooting below — and our team is one email away if you need us.

Contact us

Reason Email
Product help & technical issues (Mela AI or any Armely solution) support@armely.com
General & sales inquiries info@armely.com
  • Support hours: Monday–Friday, 9:00am–6:00pm CT (excluding US holidays)
  • Typical first response: within 1 business day
  • Phone: +1 972 460 0643

When you email support@armely.com, we'll get back to you within 1 business day.

What to include when you contact support

Giving us these details up front helps us resolve your issue faster:

  1. What happened — a short description of the problem.
  2. What you expected to happen instead.
  3. Steps to reproduce — what you clicked or typed leading up to it.
  4. Screenshots or a screen recording, if possible.
  5. When it happened — date, time, and your time zone.
  6. Your environment — browser and version (e.g. Chrome 126), operating system, and whether you're on desktop or mobile.
  7. Any error message shown on screen (copy the exact text).
  8. Your organization / tenant (company name) and the account email you signed in with — never send us your password.
Please don't include passwords, secret keys, or other credentials in your message. Our team will never ask for your password.

Quick troubleshooting

I can't sign in / I'm stuck in a login loop

  • Make sure you're using your organization's Microsoft (Entra ID) account, not a personal Microsoft account.
  • Allow pop-ups for the Mela AI site (sign-in may open a Microsoft window).
  • Clear your browser cache or try a private/incognito window.
  • If you see a "needs admin approval" message, your IT administrator must grant consent for Mela AI in your tenant. Contact your admin (or support@armely.com).

The page is blank or won't load after signing in

  • Refresh the page.
  • Ensure cookies and JavaScript are enabled for the site.
  • Try a different modern browser (Chrome, Edge, or Firefox, latest version).
  • Disable browser extensions that may block scripts, then reload.

Mela AI isn't responding / I get an error when I send a message

  • Check your internet connection and try again — most transient errors clear on a retry.
  • If a specific AI model is unavailable, try again shortly or switch models; Mela AI will usually fall back to an available model automatically.
  • If you hit a usage limit, wait for the limit window to reset or ask your admin to adjust limits.

Responses are slow

  • Large documents and complex questions take longer to process.
  • During periods of heavy load, responses may be delayed briefly — please retry.

File upload isn't working

  • Confirm the file type is supported (common documents, spreadsheets, PDFs, images, and text/code files).
  • Very large files may exceed the upload limit — try a smaller file or split it.
  • Reload the page and try the upload again.

Voice input isn't working

  • Grant the site permission to use your microphone when prompted.
  • Check that the correct microphone is selected in your browser/OS settings.
  • Voice works best in Chrome or Edge on desktop.

Search or "enterprise" answers return nothing

  • Connectors to your organization's content (e.g. SharePoint, OneDrive) require your administrator to enable them and grant consent.
  • Newly added content may take time to sync before it's searchable.
  • You will only see content you are permitted to access.

I think the service is down

  • If you administer a Mela AI deployment, your admins can verify the health endpoint of your deployment (/health on the app's API URL).
  • Still stuck? Email support@armely.com with the details above and we'll investigate.

For administrators (Managed Application deployments)

If your organization deployed Mela AI from Azure Marketplace into your own Azure subscription:

  • Both apps (frontend and backend) run as Azure Container Apps in the deployment's managed resource group.
  • Confirm the backend /health endpoint returns healthy.
  • Verify required configuration is present: the Entra tenant ID and application (client) ID for sign-in, and a valid Azure OpenAI endpoint and key.
  • Review container logs in the associated Log Analytics / Application Insights resource for startup or runtime errors.
  • For deployment or upgrade help, contact support@armely.com.

Security issues

If you believe you've found a security vulnerability, please do not post it publicly. Email support@armely.com with the subject line "SECURITY" and we will respond promptly.

Feedback & feature requests

We love hearing how to make Mela AI better. Send ideas and feedback to info@armely.com.