Giraffe support

Giraffe is small. There’s no phone line and no chat widget: one person reads support mail, and you get a written reply, usually within two working days. Weekends push that to Monday.

Whatever you send arrives with the address you gave us and nothing else. We don’t need to look inside your projects to answer a question, and we don’t.

Ordinary accounts have no password. You sign in with a code we email you, each time: nothing to forget, and nothing you’ve reused somewhere else. If a code doesn’t arrive, check spam first; if it still doesn’t turn up, write to us below.

Two things that catch people out: the code is eight digits and expires, so a code from an hour ago won’t work. Send a fresh one. And enter it in the same browser you asked for it from.

If Claude or ChatGPT stops seeing your projects, the fix is usually in your assistant’s own settings rather than in Giraffe. The setup guide walks through adding and reconnecting Giraffe for both, exact clicks included.

If you disconnected an assistant on purpose, it stays disconnected until you let it back in yourself from Settings → Connections. That’s deliberate: an assistant can’t lift its own block.

You can delete your account yourself, any time, from Settings → Account: no need to ask us first, and nothing to wait for.

Deleting asks for two things at once: a code emailed to your account address and the word DELETE typed out, because it can’t be undone. Then the live record goes immediately: every project, every item, every Document, every piece of history.

A copy of the database is taken once a day and each copy is kept for about a week, so rows that were yours still exist inside those daily copies for up to about that long. Nothing is read out of them except to bring the service back after a failure. What outlives that is our own usage counts: event names and totals with your account id removed, so they’re no longer linked to you. They never contained anything you wrote.

Take your work with you first if you want it: Settings has a download of the whole account, one folder per project, in plain formats anything can read. It’s a button, not a request. Privacy has the full detail.

Can’t sign in to do it yourself? The account deletion page says exactly what gets deleted and how to ask from here.

If you’ve found something that lets someone reach data that isn’t theirs, tell us before you tell anyone else. That one has its own address: security@withgiraffe.com, or choose that option in the form below.

What helps: what you did, what you saw, and roughly when. What doesn’t: any testing against an account that isn’t yours. Please don’t. Use your own account, and stop at the point where you’d be reading someone else’s data.

Security has the longer version: what protects an account in the first place, what a useful report contains, and what happens after you send one.

To be straight with you: there’s no bug bounty and no payment. We’ll credit you by name if you’d like that and the fix is public.

There’s no status page yet. If there were one it would say “up” almost every day, and we’d rather not put up a page that mostly performs reassurance.

So: if Giraffe won’t load or a save keeps failing, it’s worth one reload and one check of your own connection, and then it’s worth telling us. Two people reporting the same thing within an hour is how we find out something is wrong at our end, and we’ll write back to say what it was.

The full detail on what Giraffe stores, every company it relies on, and what a connected AI can and can’t do is on Privacy. The agreement for using Giraffe is on Terms. How an account is protected, and how to report a hole in it, is on Security.

Three addresses, so a message lands with the right thing already known about it. support@withgiraffe.com for anything about using Giraffe. privacy@withgiraffe.com for your data, or a correction to what we’ve published. security@withgiraffe.com for a vulnerability. If you pick the wrong one, it still reaches us.