Support
Get help from a human
BaseCommand is operated by a small team. Every support email reaches a real person. Most questions get a same-day answer.
Where to write
Pick the address that matches your question so it reaches the right inbox. If in doubt, help@basecommand.ai is always a safe choice. We route from there.
| Topic | Target response | |
|---|---|---|
| General questions | help@basecommand.ai | 1 business day |
| Active outage / service down | help@basecommand.ai | Within 2 hours during business hours |
| Security & privacy | security@basecommand.ai | 2 business days, in writing |
| Privacy / data subject requests | privacy@basecommand.ai | Within 30 days (typically 5) |
| Billing & subscription | help@basecommand.ai | Same day during business hours |
| Legal notices | legal@basecommand.ai | Acknowledged within 3 business days |
Business hours: Monday–Friday, 9am–6pm Central Time (US). Outside those hours, expect a response on the next business day.
Quick answers
The questions we hear most often. If yours isn't here, the docs cover deeper topics or just email us.
I just installed but the Renewal Intelligence card shows "BaseCommand isn't writing to this deal yet."
The first writeback pass takes 1–2 minutes after you complete the setup wizard. If the card still shows empty after 5 minutes, open the Suite (agent.basecommand.ai) and confirm Setup is marked Active in Settings.
How do I disconnect my CRM?
Two paths. From your CRM (e.g. HubSpot): Settings → Integrations → Connected Apps → BaseCommand → Uninstall. From BaseCommand: Suite → Settings → your connector → Disconnect. Either fully revokes the OAuth token immediately and purges your synced data.
BaseCommand wrote a value I disagree with. How do I override it?
Just edit the property in HubSpot. BaseCommand respects your override and will stop overwriting that property until the deal's stage changes (signaling the situation has materially shifted). See the docs on freeze-on-edit.
Can I delete the bc_* properties BaseCommand created?
Yes: Settings → Properties in HubSpot. We recommend keeping them for the agents that compute over historical writes, but you control your portal's property catalog.
I want to evaluate before connecting our production CRM.
Connect a sandbox or test portal: full functionality, non-production data, no risk. We can also do a 15-minute walkthrough against BaseCommand's own portal. Email help@basecommand.ai to schedule.
My HubSpot portal has thousands of records. Will sync take long?
Initial sync runs incrementally and typically completes in 5–20 minutes for portals up to ~100k deals. You can use the Suite during sync; agents render the records that have completed.
How do I cancel?
Subscriptions are billed by BaseCommand. Cancel anytime; access continues through the end of the current billing period.
Service status
BaseCommand sits on top of three providers that maintain their own status pages:
- HubSpot status: affects OAuth, record reads, and writeback.
- Vercel status: affects basecommand.ai and agent.basecommand.ai.
- Supabase status: affects Suite authentication and the synced data cache.
For BaseCommand-specific incidents (writeback service, sync cron), we post to @basecommandai and email active subscribers. A dedicated status page is on the roadmap.
Want a 15-minute walkthrough?
Mike will run any agent against BaseCommand's own portal so you can see the output before connecting your data. Useful for evaluation, security reviews, or just kicking the tires.