Reproducible product bugs
A command that refuses when it should not, wrong or misleading output, a documentation error, or anything on this site that does not match the CLI you have installed.
Observa help · Support
Getting help, without handing over anything you shouldn’t.
Two routes, and one short list of things that must never appear in either of them.
SHADOW_ONLY · AUTHORITY NONE · ENFORCEMENT OFF — Observa observes and reports. It has no authority to allow, deny, approve, block, retry, or change anything in your systems.
Where to go
Pick the route by the kind of problem
Security, account or access problems
A suspected vulnerability, a credential you believe is exposed, a revoked installation you did not expect, a lost authenticator, or anything about your access request or invitation. Never open a public issue for these.
Website and company: mcphersonai.com · Beta programme: Observa private beta · General contact: contact page.
Safe to include
What actually helps us
- The refusal code, exactly as printed:
REFUSED <CODE>. - The output of
observa diagnose. This is the single most useful thing you can send. It reports key presence and shape only — no config value, credential or pairing code can reach it, by construction. - The output of
observa status, which is non-secret installation facts. - The exact command you ran, with any secret argument removed.
- Your CLI version (
observa --version) and your Node.js version. - Non-secret identifiers: the installation id, credential id and fingerprint that
observa pairprinted. These are identifiers, not secrets. - What you expected and what happened instead, and whether it reproduces.
Never send
Do not post or email any of this
- Pairing codes.
- Credentials of any kind, including the connector credential and your local loopback secret.
- API keys.
- Access tokens, session tokens, invitation links or recovery codes.
- Private runtime payloads — prompts, message bodies, tool arguments, item data, node parameters or workflow static data.
- Sensitive business or customer data, including personal data, health data and payment data.
We never need any of these, and we will never ask for one. If you have already posted one publicly, treat it as exposed: rotate or revoke it, then email admin@mcphersonai.com. A pairing code is single-use and expires in ten minutes, but assume the worst and mint a new one.
If you think you have found a security vulnerability, email admin@mcphersonai.com with a description of the problem. Please do not include a working exploit in a public tracker.
Before you write
Two minutes that often answer it
observa --version
observa status
observa diagnoseThen check troubleshooting for your refusal code. It lists the symptom, the likely cause, the safe recovery, and — importantly — the cases where retrying is the wrong move.
Some situations should come straight to us rather than being retried: any signature, key-trust or tenant-binding refusal; an unexpected revocation; and a second consecutive failure with a fresh pairing code.