Support
Get set up, stay inside scope, and recover fast when something breaks.
The practical questions users ask before connecting a provider, opening a repo, or relying on the app for daily work.
Provider Setup
Add an API key
API mode connects the app directly to Claude, Codex/OpenAI, or Gemini using your own provider credentials. The setup wizard and desktop settings both support key-based setup.
- Use your own provider account in Basic BYOK mode.
- Provider API keys stay in the device OS keychain.
- BYOK provider charges are billed by your provider account, not by The Agency.
CLI Setup
Connect CLI auth
The app also supports local CLI connections for providers that expose their own terminal-based auth flow. Useful when you want provider-native tooling or local CLI behavior instead of direct API mode.
- The setup wizard can guide provider login on first run.
- Built-in diagnostics check provider install and auth.
- If CLI auth is incomplete, recheck the provider before sending work.
Plans
Basic vs Pro
Basic BYOK is for users who connect their own provider accounts and pay those providers directly. Pro is the Agency-managed mode for account-aware access, managed routing, and the full desktop control layer.
- Basic BYOK: your provider account is the billing source of truth.
- Pro: The Agency account state controls managed access and model availability.
- The desktop shows account state so blocked models or failures are not silent.
Workspace Scope
What files can the app read?
The app can read selected knowledge folders, mission context files, and bound repositories. Write access depends on the mission workspace and permission settings.
- Repo workspace: when a mission is bound to a repo, edits execute there.
- Folder workspace: when no repo is bound, the selected folder can become the working directory.
- Knowledge docs: read-only retrieval context.
- Context docs: mission files that can be edited directly in the app.
Provider Disclosure
What data is sent to AI providers?
When a mission runs, the app can send the user prompt, selected context, relevant file snippets, attachments, and tool results to the active provider or connected tool. The active provider and model determine where processing happens.
- Only task-relevant context should be sent.
- Provider capabilities, limits, retention, and billing rules differ by provider.
- MCP or tool results can also become part of the active mission context.
Local Data
Delete local data
Local missions, settings, usage estimates, knowledge-source references, and connector configuration stay on the device until removed by the user.
- Remove missions and knowledge sources in the app.
- Delete saved provider keys and MCP connectors in Settings.
- For a full local reset, remove the app support data folder for The Agency.
- Provider-side data must be managed through the connected provider account path.
Troubleshooting
Troubleshoot provider errors
If a provider is unavailable, the app should surface the connection state instead of failing silently. The built-in diagnostics surface helps users recover without guessing.
- Recheck provider install and auth status if CLI access fails.
- Verify API keys if direct API mode shows auth failure.
- Check account state when quota, billing, or plan access blocks sending.
- Offline, provider outage, and unsupported model states should stop sending clearly.
Contact
Need help from a human?
For support, billing questions, account deletion, or help removing local data, contact the support inbox directly.
- Email: support@the-agency.app
- Use the support path for billing help and account deletion requests.
- Use provider dashboards for provider-side invoices, limits, credits, and retention.