> ## Documentation Index
> Fetch the complete documentation index at: https://elephas.app/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Find Your Elephas Log File and Contact Support

> Find your Elephas log file and version in Settings › Support, then email support@elephas.app with the details that help us fix your problem fast.

Email [support@elephas.app](mailto:support@elephas.app) and attach your log file. You find both, plus your version number, in **Settings › Support**. The log records what the app did, with no document text in it.

## Before you start

* Check the troubleshooting article for your problem first. Many fixes take a minute: [startup errors](/docs/troubleshooting/elephas-wont-start), [file import errors](/docs/troubleshooting/file-import-errors), [API key errors](/docs/troubleshooting/api-key-errors), [sync errors](/docs/troubleshooting/sync-troubleshooting).
* If Elephas does not open at all, you can still find the log file in your data folder. See [if Elephas will not open](#if-elephas-will-not-open) below.

## Steps

<Steps>
  <Step title="Open Settings › Support">
    Open **Settings** and choose **Support**, the last pane in the list.
  </Step>

  <Step title="Start an email">
    Next to **Email support**, click **Write Email**. Your mail app opens with the subject "Elephas question" and your Elephas version and operating system already filled in. If no mail app is set up, click **Copy** and write from any email account.
  </Step>

  <Step title="Attach your log file">
    Next to **Log file**, click **Show in Finder** on Mac or **Show in Explorer** on Windows. Your file manager opens with `elephas.log` selected. Drag it into your email.
  </Step>

  <Step title="Describe what happened">
    Use the checklist below, then send.
  </Step>
</Steps>

## What to include

* **What you were doing**, step by step, and what you expected.
* **The exact message** Elephas showed. Copy it, or attach a screenshot. Check the screenshot does not show confidential document text or names you do not want to share.
* **When it happened**, roughly, so we can find it in the log.
* **Your version.** The **Version** row in **Settings › Support** shows it, for example "Elephas 1.0.0 · macOS 26.5". Click **Copy** next to it. Write Email adds it for you.
* **Your log file**, `elephas.log`. If there is also an `elephas.log.1` next to it, attach that too. It holds the older part of the log.
* **Your Install ID**, if you allow usage and error reports. Find it in **Settings › Privacy** and click **Copy**. It lets us find the anonymous error reports from your computer.

Never send passwords, API keys, recovery codes or your Team recovery kit. Support will never ask for them.

## If Elephas will not open

Open the data folder directly and attach `elephas.log` from there.

<Tabs>
  <Tab title="Mac">
    In Finder, choose **Go › Go to Folder**, paste `~/Library/Application Support/Elephas Next`, and press Return.
  </Tab>

  <Tab title="Windows">
    Press Windows + R, paste `%APPDATA%\Elephas Next`, and press Enter.
  </Tab>
</Tabs>

Tell us the version you downloaded, and your Mac model and macOS version, or your Windows edition and version.

## How it works

The log file is designed to hold event names, error codes, counts and timings, never the text of your documents, your questions or answers, or file names. It grows to about 2 MB, then the older part moves to `elephas.log.1`. Elephas never sends the log on its own. You decide whether to attach it.

The email Write Email prepares holds only your version and operating system. No account details, document text or question text are added. See [where your data is stored](/docs/privacy-and-security/where-your-data-is-stored) and [usage reports](/docs/privacy-and-security/usage-reports).

## Troubleshooting

<AccordionGroup>
  <Accordion title="The Log file button is turned off">
    Elephas shows **There is no log file yet. It starts the first time Elephas runs.** The log is created when Elephas first starts. If Elephas has run and you still see this, use the folder paths above.
  </Accordion>

  <Accordion title="Write Email does nothing">
    Your computer has no default mail app set up. Click **Copy** next to the address and write from your usual email.
  </Accordion>

  <Accordion title="My problem is about billing or my plan">
    Email the same address. Include the email address of your Elephas account so we can find your plan. See [invoices and payment method](/docs/plans-and-billing/invoices-and-payment-method).
  </Accordion>
</AccordionGroup>

## Related articles

<CardGroup cols={2}>
  <Card title="Elephas won't start" href="/docs/troubleshooting/elephas-wont-start" />

  <Card title="Where your data is stored" href="/docs/privacy-and-security/where-your-data-is-stored" />

  <Card title="Usage reports" href="/docs/privacy-and-security/usage-reports" />

  <Card title="FAQ" href="/docs/resources/faq" />
</CardGroup>


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