Get help with Moche-AI
Pick the closest topic below. Each one goes to the person who can actually resolve it, with the details we need to skip the first round of back and forth.
Support runs by email while we are pre-launch. Published response targets, escalation paths, and the full data rights process live in the support policy, which is versioned and dated so you can see exactly what has been committed to.
Common topics
I cannot sign in
Password reset, a magic link that expired, or an email address you no longer control. Include the email on the account and we can verify ownership and restore access.
The assistant gave a guest a wrong answer
Send the property, the question, and what the guest was told. Answers are drawn from your own approved documents, so a wrong answer almost always traces to a stale or missing document in the Property Brain, which is fixable at the source.
A payment failed or I was billed incorrectly
Billing runs through Stripe and we never store card details. Card data cannot be updated by us on your behalf, so include the invoice reference and we will point you at the right place to retry it.
I want to export or delete my data
Both are self-serve from Dashboard, then Profile. Export downloads a JSON copy of your account, properties, and content. Deletion is a two-step request and confirm flow. Records that tax and compliance law requires us to keep are listed in the support policy.
A guest has an emergency or urgent safety issue
Moche-AI is not an emergency service and never handles a safety situation on its own. Contact local emergency services first. Safety and urgent maintenance topics escalate to the host rather than being answered by the assistant.
I found a security vulnerability
Report it directly and privately. Include the affected URL or endpoint, the steps to reproduce, and what you were able to access. Please do not test against another host’s property or a live guest stay.
What to include when you write in
The single biggest cause of a slow resolution is a report we cannot reproduce. If you can, send:
- The email address on the account.
- The property name, and the stay or guest link if the issue is guest-facing.
- What you expected to happen and what happened instead.
- The date, time, and timezone.
- Browser and device, for anything visual or interactive.
Please do not send passwords, access codes, or a guest’s personal details. We do not need them, and we keep that class of data out of logs and telemetry by design.
Questions that are already answered
Before writing in, these cover most of what hosts ask first:
- How it works, including where answers come from and when the assistant escalates instead of answering.
- What your guests see, if you are deciding whether to put the link in front of a booking.
- Trust and safety, for data handling, AI routing, and what we do and do not certify.
- The FAQ on the homepage, for setup time, cancellation, and running Moche-AI alongside an existing messaging tool.