Getting help

When you’re logged in, the round ? button in the bottom right of your dashboard opens a chat with Luna, our AI. From the same chat you can reach a person on our team.

We don’t have live chat with a person or phone support. A person on our team always replies by email.

Ask Luna

Luna replies straight away. It answers from our documentation and a list of facts our support team keeps up to date. It looks at your account or your site stats only when you allow it in the chat.

1. Click the ? button in the bottom right of your dashboard.
2. Type your question and press Enter, or pick one of the suggested questions.

To start a new chat, click the pen icon at the top of the chat.

To write each answer, we send your messages to Anthropic, our AI provider. Anthropic may not train its models on what we send. Leave out passwords and card numbers.

Luna asks before it sees your account

When an answer depends on your plan, trial, or sites, Luna asks to see your account details. It shows a card with Allow and No thanks. Nothing is shared until you click Allow.

• Allow shares your plan and subscription status, trial end date, when you joined, whether two-factor is on, and your site names and Site IDs (up to 20).
• Access lasts for that chat only. A new chat asks again.
• Luna never sees your name, email address, password, payment details, or IP address.

Luna asks before it reads your stats

For questions like “how many visitors did I get last month?” or “why did my traffic drop?”, Luna asks to read one of your sites’ stats. It shows a card with Allow and No thanks. If you have more than one site, pick the site on the card. Nothing is read until you click Allow.

• Access lasts for that chat only. A new chat asks again.
• Luna reads totals (visitors, pageviews, bounce rate, and average time), top 10 lists (pages, referrers, countries, devices, browsers, UTM sources and campaigns, and events), or a breakdown by day or month, for up to 12 months at a time.
• To compare sites, for example “which of my sites is struggling?”, Luna asks to read totals for all your sites. This works only when your plan covers every site on your account.
• Above each answer that used your stats, a Read line shows exactly what Luna looked at.
• The numbers go to Anthropic to write the answer, like your messages do.
• Luna can’t read stats while your account has no active subscription, or is locked for going over its plan.

AI can be wrong. If an answer doesn’t solve it, or the question needs a person (billing changes, refunds, or anything about your account that you can’t change yourself), Luna shows an Escalate to the team button. You can also click Ask a human under the message box at any time.

Escalate a chat to the team

Escalating hands your whole chat to a person on our team in one click. There’s no form to fill in. The team sees every question you asked and every answer Luna gave, so you don’t need to repeat yourself.

1. Click Escalate to the team under Luna’s answer, or Ask a human under the message box.

Luna can also hand a chat to the team itself, for example when someone asks it for another customer’s data or keeps trying to get around its rules.

After a chat is escalated, it says Escalated to the team and takes no more messages. A person replies to the email address on your Fathom account. To add anything, reply to that email.

Email the team

If your question started in a chat with Luna, escalate the chat instead.

1. Click the ? button in the bottom right of your dashboard.
2. If a chat is open, click the pen icon at the top to start a new one.
3. Click Ask a human under the message box.
4. Add a subject and your message, then click Send to the team.

A person on our team replies to the email address on your Fathom account.

If you can’t log in, email support@usefathom.com.