Support
Access Snapshot for Confluence · On Record Labs
Write to support@onrecordlabs.com. Support is by email, in English or Portuguese. We aim to answer within one business day, Monday to Friday, Brazil time (UTC−3).
Before you write: three things that fix most of it
The report says spaces were not read
Generate it as a Confluence administrator. The report runs with the access of whoever clicks it, so an account that cannot see a space produces a report that says so. That is the app working correctly, not failing.
Pages you know are restricted are missing
Two causes. Either the report was generated by an account that cannot see those pages — see above — or the pages are too recent. Confluence search is index-backed, and the index lags behind the database. The report counts your pages both ways and tells you the difference in its gap list. If it reports pages outside the index, wait and run it again.
The report stopped early on a large site
Atlassian ends a user-triggered operation after 25 seconds. The app stops itself before that and declares what it did not reach, which is better than dying and producing nothing. In practice this starts to bite above roughly 3,000 pages. If you hit it, tell us your site's size — those numbers decide what we build next.
What to send
- Your Confluence site URL.
- The provenance line from the report — the sentence beginning "Report generated by…". It carries the date, the coverage and the account, which is most of what we need.
- The list of declared gaps, if there are any.
- What you expected to see, and what you saw instead.
Please do not send us the exported CSV or PDF.
Those files describe who can reach what inside your site. That is exactly the kind of document that should not travel by email to a third party — including us. The provenance line and the gap list are enough, and if we ever need more we will say precisely which field, and why.
Reporting a security issue
Write to security@onrecordlabs.com. Tell us what you found and how to reproduce it. We will confirm receipt within two business days and keep you informed until it is resolved. Please give us a reasonable window to fix it before disclosing publicly.
The app runs entirely on Atlassian's infrastructure and holds no servers or database of ours, so the surface is small — but a small surface is not no surface, and we would rather hear it from you.
What this version does not do
Said plainly, so nobody buys it expecting the wrong thing:
| Not in this version | Why |
|---|---|
| Scheduled or automatic collection | Background jobs on Forge run without a user context and cannot see restricted pages. A scheduled report would silently omit half of what this product is for. |
| Comparison between two dates | Planned. It is the reason the dated export exists. |
| Changing permissions | Deliberate, and permanent. The app requests no write scope on Confluence and will not. |
Billing and licensing
Licensing, invoices and refunds are handled by Atlassian through the Marketplace, not by us. The app's evaluation period gives you the full product — nothing is held back during a trial.
Without an active licence the report is not generated at all. There is no partial version and no watermarked version: a document that looks official but is not would be worse than no document.