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Support ​

Need help with ai.KMITL? We're here to assist you! This page covers all the ways to get support, report issues, and provide feedback.

Quick Help ​

Before Contacting Support ​

Try these first:

  1. Search Documentation

  2. Check System Status

    • Is ai.KMITL operational?
    • Are there known issues?
    • Check announcements

  3. Try Basic Fixes

    • Refresh the page
    • Clear browser cache
    • Try incognito/private mode
    • Check internet connection
    • Try a different browser

If these don't help, we're happy to assist!

Getting Support ​

We'll respond via email.

Email Support ​

For detailed issues:

General Support:

Include in your email:

  • Your KMITL email
  • Description of issue
  • Steps to reproduce
  • Screenshots (if applicable)
  • Browser and OS info
  • When it started happening

Response Times ​

We aim to respond within:

PriorityResponse TimeResolution Time
Critical (service down)2-4 hours24-48 hours
High (can't use feature)4-8 hours2-3 days
Medium (issue with workaround)1 business day3-5 days
Low (question, feedback)2-3 business daysVaries

Business Hours

Support is available Monday-Friday, 9:00 AM - 5:00 PM Bangkok time (GMT+7). Critical issues are monitored 24/7.

Common Issues ​

Can't Sign In ​

Symptoms:

  • Invalid credentials error
  • Page won't load
  • Stuck on login screen

Solutions:

  1. Verify credentials

    • Use KMITL email
    • Check password is correct
    • Try resetting KMITL password

  2. Clear browser data

    • Clear cookies and cache
    • Try incognito mode
    • Try different browser

  3. Check account status

    • Is your KMITL account active?
    • Recently changed password?
    • Contact KDMC IT Support if needed

  4. Still stuck?

Messages Not Sending ​

Symptoms:

  • Send button doesn't work
  • Error when sending
  • Message disappears

Solutions:

  1. Check quota

    • Have you used 1,000 messages this month?
    • Look at usage indicator
    • Wait for reset or add BYOK

  2. Check connection

    • Is internet working?
    • Try refreshing page
    • Check if other sites work

  3. Check API keys (if using BYOK)

    • Are keys valid?
    • Have credits?
    • Check provider status

  4. Try these:

    • Refresh the page
    • Clear browser cache
    • Try different browser
    • Contact support if persists

Web Search Not Working ​

Symptoms:

  • Web search seems disabled
  • No recent information
  • Error with search

Solutions:

  1. Verify it's enabled

    • Check search toggle in the chat toolbar below the message input box
    • Is "Web Search" ON?
    • Try toggling off and on again

  2. Check your query

    • Does it need web search?
    • Try being more specific
    • Mention time frame

  3. Service status

    • May be temporary outage
    • Try again in a few minutes
    • Check announcements

  4. Still not working?

    • Report via Settings → Support
    • Include: query, model used, error message

File Upload Failed ​

Symptoms:

  • Upload button doesn't work
  • Error during upload
  • File disappears

Solutions:

  1. Check file

    • Is it under 50MB?
    • Is format supported?
    • Try a smaller file

  2. Check connection

    • Stable internet?
    • Try smaller file first
    • Wait and retry

  3. Browser issues

    • Try different browser
    • Disable extensions
    • Clear cache

  4. Need help?

    • Contact support
    • Include: file type, size, error message

Slow Performance ​

Symptoms:

  • Pages load slowly
  • Responses take long time
  • Interface is laggy

Solutions:

  1. Check basics

    • Internet speed okay?
    • Too many tabs open?
    • Computer running slow?

  2. Optimize settings

    • Disable animations (Settings)
    • Use faster models
    • Close unused threads

  3. Browser optimization

    • Clear cache and cookies
    • Disable unused extensions
    • Update browser

  4. Persistent slowness?

    • Report to support
    • Include: specific slow actions, browser, internet speed

API Key Errors (BYOK) ​

Symptoms:

  • "Invalid API key"
  • "Rate limit exceeded"
  • "Insufficient credits"

Solutions:

  1. Check key validity

    • Is key still active at provider?
    • Was it revoked?
    • Is it typed correctly?

  2. Check credits

    • Log in to provider dashboard
    • Verify you have credits
    • Check billing is set up

  3. Check rate limits

    • Did you hit provider limits?
    • Wait a few minutes
    • Upgrade tier at provider

  4. Update or replace

    • Generate new key
    • Update in Settings → API Keys
    • Delete old key

Reporting Bugs ​

How to Report ​

Best bug reports include:

  1. Clear description

    • What you were doing
    • What happened
    • What should have happened

  2. Steps to reproduce

    1. Go to X
2. Click Y
3. See error Z

  3. Environment

    • Browser (Chrome, Firefox, etc.)
    • Operating System (Windows 11, macOS Version XX, iOS xxx, etc.)
    • Device type (laptop, mobile, tablet)

  4. Evidence

    • Screenshots
    • Error messages (full text)
    • Console logs (if technical)

  5. Frequency

    • Happens every time?
    • Occasional?
    • Started recently?

Bug Report Template ​

Title: [Short description]

Description:
[What's wrong?]

Steps to Reproduce:
1. [First step]
2. [Second step]
3. [Error occurs]

Expected Behavior:
[What should happen]

Actual Behavior:
[What actually happens]

Environment:
- Browser: [e.g., Chrome 118]
- OS: [e.g., Windows 11]
- Device: [e.g., laptop]

Additional Info:
[Screenshots, error messages, etc.]

Submit via:

Feature Requests ​

Suggesting Features ​

We love hearing your ideas!

Good feature requests:

  1. Explain the need

    • What problem does it solve?
    • Who would benefit?
    • How often needed?

  2. Describe the feature

    • What should it do?
    • How should it work?
    • Any examples from other tools?

  3. Consider alternatives

    • How do you handle this now?
    • Are there workarounds?

Feature Request Template ​

Feature: [Name of feature]

Problem:
[What issue does this address?]

Proposed Solution:
[How should it work?]

Benefits:
- [Benefit 1]
- [Benefit 2]

Use Cases:
1. [Example scenario 1]
2. [Example scenario 2]

Alternatives Considered:
[Other ways to solve this]

Additional Context:
[Screenshots, examples, etc.]

Submit via:

Providing Feedback ​

Types of Feedback ​

We want to hear about:

  • ✅ What works well
  • ✅ What's confusing
  • ✅ What could be better
  • ✅ Ideas for improvement
  • ✅ Documentation gaps
  • ✅ Your use cases

Feedback Channels ​

Email:

Privacy & Security Concerns ​

Reporting Security Issues ​

Found a security vulnerability?

DO:

  • ✅ Email kdmc@kmitl.ac.th
  • ✅ Describe the issue clearly
  • ✅ Provide steps to reproduce (if safe)
  • ✅ Give us time to fix (responsible disclosure)

DON'T:

  • ❌ Exploit the vulnerability
  • ❌ Public disclosure before fix
  • ❌ Access others' data
  • ❌ Cause damage to systems

We promise:

  • Take reports seriously
  • Respond within 24-48 hours
  • Fix verified issues promptly
  • Credit researchers (if desired)
  • Keep you updated on progress

Privacy Requests ​

For privacy-related concerns:

For any data access, deletion, or privacy-related questions:

Response time: Within 30 days (usually faster)

Account Issues ​

Account Access ​

Can't access account:

  • Reset KMITL password
  • Contact KMITL IT for account issues
  • Email us at kdmc@kmitl.ac.th

Account Deletion ​

To delete account:

  1. Settings → Privacy → Delete Account
  2. Follow confirmation steps
  3. Or email kdmc@kmitl.ac.th

Note: Deletion is permanent!

Account Recovery ​

Lost access:

BYOK Support ​

API Key Issues ​

Need help with API keys:

  1. Setup help

  2. Key not working

    • Check at provider first
    • Verify credits/billing
    • Then contact us if needed

  3. Billing questions

    • Check provider dashboard
    • Contact provider directly
    • We don't have access to your billing

Documentation ​

Improving Docs ​

Found an issue in documentation?

Report:

  • Typos or errors
  • Missing information
  • Confusing explanations
  • Broken links
  • Outdated content

Submit via:

Include:

  • Page URL or title
  • What's wrong
  • Suggested fix (if you have one)

Community & Learning ​

Learning Resources ​

In documentation:

Updates:

  • Check for new features
  • Read update notes

Contact Information ​

Main Contacts ​

TypeEmailPurpose
General Supportkdmc@kmitl.ac.thTechnical issues, questions
Privacydpo@kmitl.ac.thData privacy, PDPA requests

Office Location ​

KDMC (KMITL Data Management Center)
King Mongkut's Institute of Technology Ladkrabang
Bangkok, Thailand

Business Hours ​

Support Hours:

  • Monday-Friday: 9:00 AM - 5:00 PM (GMT+7)
  • Closed: Weekends and Thai public holidays
  • Emergency: 24/7 monitoring for critical issues

Service Status ​

Checking Status ​

If service seems down:

  1. Check status page (Coming soon)
  2. Look for announcements in-app
  3. Try basic troubleshooting
  4. Report if not a known issue

Planned Maintenance ​

We'll notify you:

  • 48 hours in advance
  • Via in-app popups and KDMC Facebook page
  • With expected downtime
  • Alternative arrangements (if any)

Usually scheduled:

  • Late night Bangkok time
  • Weekends when possible
  • Low-usage periods

Additional Resources ​

External Resources ​

We're Here to Help

Don't hesitate to reach out! We want ai.KMITL to work great for you. Whether it's a bug, question, or idea - we're here to help.

Made with ❤️ by KDMC (KMITL Data Management Center)

Copyright © 2025 KMITL