AN AI Nexus 支持 Support

支持 Support

AI Nexus 官方支持说明

Official AI Nexus Support Guidance

本页面用于说明 AI Nexus 的官方支持范围、工单提交要求和工单查询方式。 如需处理登录、Premium、兑换码、使用异常、反馈或举报，请优先通过本页面或 app 内支持入口提交正式工单。

This page explains the official support scope, ticket submission requirements, and ticket lookup method for AI Nexus. For sign-in, Premium, redemption codes, app issues, feedback, or reports, please submit a formal ticket through this page or the in-app support entry.

支持范围 Support Scope

  • Apple 登录、账号识别和会员状态相关问题。
  • Premium 解锁、恢复购买和兑换码使用问题。
  • 应用使用异常、Bug、配置问题和一般功能反馈。
  • 不当内容举报和与应用相关的正式支持请求。
  • Apple sign-in, account identification, and membership status issues.
  • Premium unlock, restore purchase, and redemption code issues.
  • App errors, bugs, configuration problems, and general product feedback.
  • Inappropriate content reports and other formal support requests related to the app.

提交前建议准备的信息 Information Recommended Before Submission

  • 问题发生时间、操作步骤和复现条件。
  • 应用版本、系统版本和设备型号。
  • 必要的截图附件，避免上传无关内容。
  • 如涉及工单跟进，请保留工单号和访问令牌。
  • The time of occurrence, reproduction steps, and conditions.
  • App version, operating system version, and device model.
  • Relevant screenshots only, without unrelated content.
  • If follow-up is needed, retain the ticket number and access token.

提交规范 Submission Standards

  • 请尽量准确描述问题，不要只填写过短或无法判断的问题描述。
  • 请勿在工单正文或截图中提交与问题无关的敏感信息。
  • 网页支持最多 3 张图片附件，每张不超过 5 MB。
  • 支持请求提交后会进入工单系统处理，不承诺固定人工响应时限。
  • Describe the issue as accurately as possible and avoid submissions that are too short to evaluate.
  • Do not include sensitive information unrelated to the issue in the ticket body or screenshots.
  • The web form supports up to 3 image attachments, each no larger than 5 MB.
  • After submission, the request enters the ticket system. No fixed manual response time is promised.

工单处理说明 Ticket Handling Notes

  • 系统会为每次正式提交生成唯一工单号。
  • 网页提交完成后会返回访问令牌，后续查询需要同时提供工单号和访问令牌。
  • 工单状态可能更新为 new、triaged、investigating、resolved、closed 或 spam。
  • 如果你在 app 内提交工单，请保留工单号用于后续跟进。
  • A unique ticket number is generated for each formal submission.
  • The web form returns an access token after submission. Later lookup requires both the ticket number and the access token.
  • Ticket status may be updated to new, triaged, investigating, resolved, closed, or spam.
  • If you submit from inside the app, keep the ticket number for later follow-up.

提交网页工单 Submit a Web Ticket

适用于公开支持请求、一般问题反馈、Bug 报告和举报提交。

Suitable for public support requests, general feedback, bug reports, and report submissions.

查询工单 Lookup Ticket

网页查询需要工单号和访问令牌。网页提交成功后会显示访问令牌，请自行保存并妥善保管。

Web lookup requires the ticket number and access token. After successful submission, the access token is shown on screen and should be stored securely by you.

App 内支持入口 In-App Support Entry

  1. 打开 AI Nexus。
  2. 进入“我的”页面。
  3. 打开“反馈与举报”。
  4. 填写主题、详细描述，并按需附带截图后提交。
  1. Open AI Nexus.
  2. Go to the “Me” page.
  3. Open “Feedback & Report”.
  4. Fill in the subject, detailed description, and optional screenshots, then submit.

系统会随工单附带的上下文 Context Submitted with the Ticket

  • 平台与系统版本
  • 应用版本与构建号
  • 设备型号与登录状态
  • 你填写的主题、正文和附件
  • Platform and operating system version
  • Application version and build number
  • Device model and sign-in state
  • The subject, body, and attachments you provided