Questions, problems and feedback go to one place: [email protected]. When you write, include your publication's address and what you were doing when the problem appeared.
Signing up
My subdomain was rejected. It either breaks the format — lowercase letters, numbers and hyphens, 1 to 63 characters — collides with a reserved name such as www or docs, or is already taken. Pick another. The full rules are in Getting Started.
The confirmation email never arrived. Check spam first. Publishing and newsletters stay locked until your address is confirmed. If the message still does not show up, contact [email protected].
Why is there a bot check on signup? Signup uses Cloudflare's Turnstile challenge instead of a CAPTCHA. It usually passes silently; a failed check just means submitting the form again.
Writing and publishing
Where did my social preview image come from? A generated brand card — your publication name, the headline and Igloos artwork. Set an SEO image or a cover on the post to replace it; how cards work is in Writing & Publishing.
Can readers comment? Not today. Igloos has no comments system.
Can I charge for subscriptions? Not today. There are no memberships, tiers or billing.
Do my subscribers get emailed on every edit? No. A post announces itself once, on first publish. Later edits send nothing.
Snowflake and models
Why can't Snowflake restyle my whole site? By design. Theming stops at the bounded settings — preset, colors and font pairing — so publications stay consistent and site code stays out of every agent's reach. See Customizing your publication.
A chat request failed with a provider error. The usual causes are a revoked or unverified key and a model refusing a very long output. Open the Chat traces card on the settings page for the exact status, then re-verify your key under Settings.
Who pays for model usage? You do, directly. Chat runs on your own provider key, encrypted at rest and used only for your publication's requests — details in Bring your own model key.
Importing
My CSV failed to import. The file needs an Email column, and a single import takes up to 25,000 rows. Fix the header and try again — a rejected file writes nothing. More in Importing your subscriber list.
Do my old posts come over? No. The import covers subscribers only. Rebuild the posts you care about in the editor; Snowflake can help.
Part of Legal and support. New here? Start at Getting Started.