AtomEons / Support
::support · one operator · ~2h reply · et waking hours
Help, in one inbox.
The lab is a one-operator independent business. There is no ticket portal, no chatbot pretending to be staff, no offshore tier-1. Every email below goes to Atom directly and gets a human reply, usually within two hours in ET waking hours. Pick the closest category and click; the subject line is already pre-filled for you.
::pick your lane · 8 categories
Every lane goes to the same human.
::lost the download link
Replace the download link
Inside the first 30 days of purchase, the lab will re-send your time-bound signed URL. Send the Stripe order ID (starts with `pi_…`) from the receipt email. After 30 days the link can still be reissued; just say so in the subject.
Email replacement request →::it didn't install / didn't launch
Material Failure Guarantee refund
30-day full refund if ORANGEBOX fails to install or launch on a clean Windows 10/11 + Node 20+ machine. Send the order ID, the OS version, the Node version, and a 5-line repro (what command, what error). The lab confirms within 48h.
File MFG claim →::workflow-fit doesn't work for me
Workflow-Fit Refund
30-day full refund, no questions asked, if the product doesn't fit your workflow. No repro needed, no debate. Send the order ID and a single line of explanation if you want — or not.
File Workflow-Fit refund →::install help
Help me install
Run through 1-INSTALL.txt and the QUICKSTART. If something stays stuck, email with: OS version, Node version, output of `node --version` and `pnpm --version` (or `npm --version`), and the exact error message. Don't paste API keys or .env contents.
Email install help →::license recovery
I lost my license / can't access /account
The Stripe Customer Portal at /account uses the email you bought with. If that email is no longer reachable, email the lab from the address you'd like to be the new contact, with the original Stripe order ID and any proof of purchase (PayPal confirm, bank statement line showing the $99 / $1 charge).
Recover license →::source / API / integration question
Source-tree, MCP, integration question
Source ships in the bundle. Inspect freely. Modify for personal or single-business use (no redistribution). For deeper questions about MCP tool wiring, n8n integration, model lane configuration, or the receipts pipeline, email — the operator answers source-level questions himself.
Email source question →::security disclosure
Security disclosure (responsible)
If you find a security issue in ORANGEBOX, atomeons.com, or any of the lab's public surfaces, email PRIVATELY before disclosing publicly. The lab acknowledges within 48 hours, fixes critical-severity in under 14 days, and credits the reporter in the changelog unless you ask not to be. No bug bounty program (one operator), but real recognition.
Private disclosure →::press inquiry
Press inquiry / interview request
Press has its own surface at /press with the media kit, founder bio, and embargo policy. For interview scheduling specifically, email with publication name and rough timeline.
Email press request →::write a good support email
What to include. What never to include.
::do include
- Stripe order ID (starts with
pi_…) from your receipt email. - OS version (Windows 10 / 11 build number) and Node version (
node --version). - Exact error message copy-pasted, not screenshotted.
- Steps to reproduce in 5 lines max. What you ran, what you expected, what you saw.
::do NOT include
- API keys or .env contents. Redact every line that mentions a key, token, or password before sending.
- Personal data of others. Customer lists, employee data, source code under NDA. Use a redacted repro instead.
- Credit card number. Stripe handles refunds; the lab never sees your card.
- PHI / HIPAA-covered material. No identifiable medical data — the lab is not a HIPAA business associate.
::related surfaces
Refund policy →
MFG + Workflow-Fit · both 30 days · both full-refund
Terms of sale →
§4A no-saas lock · license grant · operator responsibility
FAQ →
AI 101 + ORANGEBOX-specific questions answered
/account →
Stripe Customer Portal · update billing / cards / opt-ins
Changelog →
public version history · what shipped when
/orangebox →
product page · v6.3 · AE See-Suite + AE Ops