FAQ & troubleshooting

Maya answers only from the Onyx knowledge base and shows her sources, and every answer is checked against those sources. For anything with money or compliance riding on it, read the sources and use 🚩 Flag for a specialist to have an Onyx specialist confirm it.

List prices vary by agreement, region and partner, so Maya never quotes prices or totals. She'll point you to the right contact, and can still explain exactly what you'd need to license.

Your question has already been sent to Onyx Q&A. A specialist's answer will appear in the conversation and in your email. To have it worked first, flag the reply. See When Maya can't answer.

Flagged questions carry your name and are worked first. You'll be notified in SupportHub and by email as soon as a specialist replies.

Within a conversation, Maya remembers everything. Across chats, she remembers key facts you've told her about your organisation — your agreement, seat count, what you own — and says so when an answer relies on them ("Answered for EA, ~400 — tell me if that has changed."). Tell her if anything has changed. See Maya remembers your situation.

Yes — attach up to 4 files (10 MB each) to a question. PDFs, images, spreadsheets, Word documents and text files are supported. See Asking a question.

Your conversations, bookmarks and flags are yours. Onyx specialists see a question and its answer when you flag it, rate it 👎, or when Maya hands it off.

Yes. Open supporthub.getonyx.dev in your phone's browser. You can also install it like an app — use your browser's Add to Home screen or Install option.

Try a private/incognito window. If that works, visit supporthub.getonyx.dev/auth-repair — it clears the stale session and signs you in again. You can also clear the site data for supporthub.getonyx.dev in your browser settings.

Your organisation needs Support Hub access, and your account needs to belong to that organisation. Ask your organisation's administrator to check in Onyx Platform.

Your session timed out. Reload the page and sign in.

Check the file is under 10 MB, is a supported type, and that you haven't already attached four files or 12 MB in total. Then try again. If uploads are unavailable, wait a moment and retry.

Your browser hasn't granted microphone access, or dictation isn't available right now. Allow the microphone for supporthub.getonyx.dev in your browser's site settings.

Your connection dropped. Check you're online and ask again — editing your question and sending it again works too.

Open Flagged in the sidebar — replies waiting to be read are marked with a dot. If you deleted the conversation, the reply is still on the ticket there.

Reload the page. If it still looks wrong, clear the site data for supporthub.getonyx.dev.