> For the complete documentation index, see [llms.txt](https://documentation.dnanexus.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.dnanexus.com/contacting-technical-support.md).

# Contacting DNAnexus Support

Contact DNAnexus Support for help with the Platform. When Support needs to investigate a project or failed execution, you can grant temporary access to the relevant project.

## Contact Support

* In the [UI](https://platform.dnanexus.com/), select **Help** > **Contact Support**. Complete the form, then click **Send**.
* [Email DNAnexus Support](mailto:support@dnanexus.com).

After you submit a request, you receive an automated reply confirming that DNAnexus Support has received it.

## Grant DNAnexus Support Access to a Project

When DNAnexus Support needs to investigate an issue in a project, a project administrator can grant the Support team temporary access. Grant access only when requested by DNAnexus Support and only for the project that needs investigation.

1. In your project, click **Share Project**.
2. Select **Add DNAnexus Support**.
3. In **Access Time**, select how long the Support team can access the project. You can select from 5 to 10 days.
4. Describe the issue that requires Support access.
5. Click **Grant Access**.

Access expires automatically after the selected period.

![Temporarily inviting DNAnexus Support team to your project](/files/p7YLP3xHua5St9AfCrCs)

### Remove Support Access

To revoke DNAnexus Support team's access to a project:

1. In your project, click **Share Project**.
2. Click **Manage Support Access**.
3. Click **Remove Access**.

The DNAnexus Support member is removed immediately.

![Remove DNAnexus Support access before it expires](/files/vu1LViCczjWaTM0ZMmG9)

### Renew Support Access

To extend an existing DNAnexus Support team's project membership:

1. In your project, click **Share Project**.
2. Click **Manage Support Access**.
3. Click **Renew Access**.
4. In **Access Time**, select how long the Support team can access the project. You can select from 5 to 10 days.
5. Click **Renew Access**.

The new access period starts on the day you renew access.

![Extend access duration for DNAnexus Support](/files/31M0tOL47pHxtBkokxTQ)

## Report a Failed Execution

You can send a failure report directly from a failed execution's details page. The report includes diagnostic details to help DNAnexus Support investigate the failure.

1. Open the failed execution, then click **Send Failure Report to DNAnexus Support**.
2. Review the pre-filled **Subject** and **Message**, and remove any sensitive data before sending the report.
3. (Optional) Grant DNAnexus Support temporary **View** access to the project by selecting the checkbox that grants access for 5 days.
4. Click **Send Report**.

For information about viewing execution details and logs, see [Monitoring an Execution via the UI](/user/running-apps-and-workflows/monitoring-executions.md#monitoring-an-execution-via-the-ui).

![Send job failure report to DNAnexus Support](/files/7Ypr5DePJRLa1rN3sVbC)

If you granted DNAnexus Support access to your project, you can [extend access](#renew-support-access) or [revoke access](#remove-support-access) at any time.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://documentation.dnanexus.com/contacting-technical-support.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.