Send presales questions, partnership inquiries, and security reports to support by email. For existing orders, host status, and connection issues, submit a dashboard ticket first. Include your region, configuration, timestamps, and expected result—this is usually more useful than adding attachments.
Choose one channel for each issue. For existing orders, use a ticket so the support team can review order and node details within the authorized scope.
Ask about differences between the two configurations, choosing among four regions, rental terms, storage add-ons, team purchasing, or workflow partnerships.
For order status, configuration checks, region details, renewals, or discrepancies in delivered items. Tickets preserve context, so you do not have to repeat order details across multiple emails.
For SSH or VNC connection failures, node network issues, storage status, and build environment checks. Complete the basic checks in the documentation first, then add the redacted results to your ticket.
Report issues that may affect the website, dashboard, order flow, or node access boundaries. Send the necessary evidence privately first; do not disclose unresolved issues publicly.
The information below is organized only in your current browser and used to generate an email to support. This page does not submit the form to a custom backend.
Email support for configuration questions before placing an order, team partnerships, security reports, and general questions that do not depend on order context.
If you have an existing order or the issue involves a specific node, delivery status, renewal, connection address, or runtime problem, use a dashboard ticket to preserve the full support history.
You do not need to start with a long requirements document. Explain your workflow, storage, term, and region to begin comparing BookaMac M4 and BookaMac M4 Pro.
Explain whether your main tasks are Xcode builds, self-hosted runner workloads, local model inference, or batch transcoding and rendering. Include the number of concurrent tasks and whether you need a graphical interface.
What this confirms: support can first assess CPU, memory, and sustained-runtime requirements.Estimate usage for code repositories, dependency caches, build artifacts, and media assets. Note whether you are considering +1TB SSD, +2TB SSD, or Thunderbolt 5 daisy chaining.
What this confirms: base and add-on storage are evaluated before checkout, not afterward.Confirm whether the work is short-term adaptation, a scheduled build phase, or continuous CI. Both configurations are available by day, week, month, or quarter; match the term to the task duration.
What this confirms: the quote maps directly to your actual usage window without mixing terms.Choose among Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong, then consider your team location, repository location, and primary access direction.
What this confirms: recommendations are based on the four available regions, with no out-of-catalog nodes.The plans page lists BookaMac M4, BookaMac M4 Pro, storage add-ons, and availability across all four regions.
Manage orders and hosts in the dashboard. Submit node-specific issues from the corresponding order instead of sending multiple emails with the same content; duplicate threads split the context.
Provide only the identifier needed to locate the order. Do not include full payment or connection details.
State Singapore, Japan (Tokyo), South Korea (Seoul), or Hong Kong, along with the corresponding configuration.
Use a timezone-aware timestamp and state whether the issue is continuous or intermittent.
Keep error codes and key context; remove keys, passwords, tokens, and complete credentials.
Send security reports to support@bookamac.com. Put “Security report” in the subject, describe the affected scope, prerequisites, minimal reproduction steps, actual and expected results, and when you can be contacted.
Do not disclose details publicly before the issue is confirmed and resolved. Do not access data that is not yours, expand the test scope, or interfere with other users’ nodes to demonstrate impact.
Submit a report by support emailIdentify the affected page, workflow, or access boundary, and whether the issue requires login or a specific order status.
Provide minimal, reproducible steps and remove credentials and unrelated personal information.
Include necessary error details, redacted screenshots, or request sequences, distinguishing observed facts from assumptions.
State your timezone and availability so we can request verification details or share progress.
Support responses focus on node delivery, connection paths, and configuration facts. Providing troubleshooting guidance does not replace your management of code, certificates, or third-party tools.
| Issue category | What we can help with | Prepare before submitting | Responsibility boundaries |
|---|---|---|---|
| Configuration guidance | Explain differences between the two configurations based on published specifications, workload, and storage needs. | Task type, concurrency, storage usage, rental term, and target region. | Recommendations support selection and do not promise performance for a specific project. |
| Connection troubleshooting | Check node address, network path, basic SSH or VNC connectivity requirements, and error details. | Order identifier, region, timestamp, client environment, and redacted logs. | You manage local network policies, key storage, and actions within the session. |
| Build environment | Help confirm node configuration, system reachability, and basic toolchain troubleshooting direction. | Xcode version, build command, target name, exit code, and key logs. | We do not write code or manage repositories, certificates, provisioning profiles, or release workflows. |
| Third-party tools | Help distinguish node issues from tool configuration issues and provide environment-level troubleshooting leads. | Tool version, reproduction command, configuration differences, and official error output. | You manage third-party tool behavior, licensing, and update policies. |
| Security report | Receive impact scope, reproduction steps, and evidence; triage the report and request necessary additional details. | Minimal reproduction steps, redacted evidence, impact assessment, and contact window. | Do not access others’ data, expand the test scope, or publicly disclose unresolved details. |
Support email aims to provide a first reply, issue triage, or request for additional information within 1 business day. Email is not an instant incident channel; use a dashboard ticket first for existing orders and node issues.
No. Keeping one channel for each issue makes it easier to track. Use support email for presales, partnerships, and security reports; use dashboard tickets for existing orders, delivery, and connection issues.
Keep error codes, command names, timestamps, key call sequences, and context directly related to the issue. Remove private keys, passwords, tokens, complete connection credentials, personal information, and unrelated project content.
Tickets preserve order context, while support email handles presales, partnerships, and security reports. Choose one channel and provide only the information needed to resolve the issue.