Help

Hatchik has no support desk and no queue. Almost everything that goes wrong is fixed by one of the three things below, and you can do all three yourself.

1. Ask your AI

Claude is connected to your projects. It can look at what is wrong, read your site's logs, change the code and publish the fix — in the conversation you are already having.

Say what you see, in your own words. “My site is showing an error.” “The booking form doesn't save anything.” “It worked yesterday.” You don't need the right words for it.

2. Undo

Every time something goes live, Hatchik saves the version that was live before it — the files and, for an app, its data. Say “undo that” or “put it back how it was this morning”.

You can go back through the last 10 published versions. You cannot permanently break your live site.

3. Download everything

Say “download everything from my project” and you get a link back. Your files, your whole database and your settings, in one file, with a guide to running it elsewhere.

It is also on the project page under Advanced. Do this first whenever you are worried — it costs nothing and it means nothing you try next can make things worse.

Locked out?

Your site is unaffected. It is still online and still serving your customers — being unable to sign in doesn't take anything down.

Claude says the connection expired. That isn't a lockout. Remove the Hatchik connector in Claude's settings and add it again (steps below).
Your dashboard looks empty. Your browser is probably signed into a different Google account. Sign out, then sign in again with the right one.
Your Google account is gone. Go to app.hatchik.com/account/recover and enter the email address your Hatchik account uses. The link that arrives lets you attach a different Google account, download everything, or cancel billing. It works once and expires after an hour.

If you can't reach that email address either, there is nothing Hatchik can do — control of the account is control of the email address, and there is no identity check that could safely replace it.

Connecting Claude

Nothing to install, no file to edit, no key to copy. If you have read a guide that mentions mcp.json or installing a module, it is out of date.

In Claude, open Settings → Connectors and choose Add custom connector.
Paste this address:

https://app.hatchik.com/mcp
Click Connect and sign in with Google — the same account you use here.

To check it worked, ask Claude “what am I connected to Hatchik as?”. If a connection stops working later, remove the connector and add it again the same way. Your site keeps running throughout.

What usually goes wrong

Publishing failed: Nothing changed for your visitors — a failed publish never replaces what was already live. The failure comes back with your app's own logs attached, so say “that failed, read the logs and fix it”. The usual causes are an app that doesn't answer its health check, listens on the wrong address or port, or is missing its Dockerfile.
The site is up but wrong: Ordinary work for Claude. Describe what you see and ask for the fix. If it worked before your last change, say “undo that” instead.
Nothing loads at all: The app has crashed or keeps restarting. Ask Claude for the recent logs — the last error before the crash is nearly always the answer. Undo puts the last working version back while you sort it out.
Your own web address doesn't work: Check the DNS record matches the one on your project's Domains page exactly. The most common cause by a distance is Cloudflare: the record must be set to DNS only (grey cloud), not Proxied, or the certificate can never be issued. DNS changes can take a few hours to reach everyone.
A project is paused: That is billing, not a fault. A trial ended or a payment didn't go through. Nothing has been deleted — your files and data are held for 21 days, and adding a plan brings everything back exactly as it was. Sign in and open Billing on your account page.
A card was declined: Payments run through Paddle. Open Billing on your account page and press Manage billing, receipts & subscription to change the card, download receipts or cancel. Your project isn't deleted while this is happening.
Your app's AI features stopped: Check the AI credit balance on the project page. When it reaches zero those features stop while the rest of the app carries on, which looks like a broken feature rather than an empty balance. Top up, turn on auto top-up, or add your own provider key there. Never paste an API key into a chat.
“I've lost my data”: Usually it is safe. An app keeps its draft and its live site on separate databases, so records you added while testing are in the draft, not missing. Going back to an earlier version moves data with it, so anything that happened after that version goes too — ask Claude to move forward to the newest saved version. Genuine loss only comes from deleting a project, which always takes two steps and a confirmation code.

Everything you can do yourself

Sign in to reach your projects, billing and account settings
Can't sign in? — recover the account with the email address it uses
Download everything in a project, any time, from the project page or by asking Claude
Delete a project, or your whole account — both are self-serve and both stop the billing
status.hatchik.com — whether Hatchik itself is having a problem

Billing, legal and abuse

hello@hatchik.com is read by a person, and only for a billing dispute, a legal or data-protection request, or an abuse report.

It is not a support desk. Nobody there will look at your code or fix a site, and there is no faster queue behind it. For anything about how your app works, your AI is better at it and available now.