Support and Troubleshooting

Find answers to common issues and learn how to reach the Grais support team.

What is the official support email for Grais?

You can reach our support team at hello@grais.ai.

Use that address for activation problems, billing recovery, extension access, data deletion requests, and product support.

What should I do if Grais is not generating responses?

Check the following:

1. Confirm Grais Pro is active for the account you are using.
2. Confirm the extension is installed and enabled in your browser extension settings.
3. Refresh the conversation page and reopen the Grais panel.
4. Make sure the page has a normal editable text box and visible conversation context.
5. Check your internet connection.
6. Disable aggressive browser shields, privacy extensions, or site blockers for the page if they interfere with extension controls.
7. Try the same account in Chrome if you are debugging another Chromium browser.

If the issue persists, email hello@grais.ai with your browser, operating system, account email, the site where the issue happens, and whether the panel opens but fails to draft or does not open at all.

What should I do if the Grais icon is missing?

First check the browser toolbar and extension menu. If Grais is installed but hidden, pin it to the toolbar.

Then open your browser extension settings:

• Chrome: chrome://extensions
• Edge: edge://extensions
• Brave: brave://extensions

Confirm Grais is enabled. If it is enabled but the inline icon still does not appear, refresh the page and try the toolbar icon. Some sites block inline controls or render text boxes in ways that extensions cannot always detect.

Why are responses not generating in the Brave browser?

The Brave browser's shield feature may block the extension from working correctly.

To fix this:

1. Click the Brave shield icon in the address bar.
2. Toggle the shield off for the site you are using.
3. Refresh the page.

After disabling the shield, Grais should generate responses normally.

If you prefer to keep Shields on globally, disable them only for the site where you use Grais and keep your normal Brave settings elsewhere.

What information should I include in a support request?

Include enough detail to reproduce the problem:

• The email address connected to your Grais account.
• Browser and version.
• Operating system.
• The site where the issue happens.
• Whether Grais is installed, visible, and signed in.
• A short description of what you expected and what happened instead.

Do not send passwords, full payment card numbers, private API keys, or sensitive third-party credentials.