Support
Email support
Section titled “Email support”Send an email to the Mate service desk:
contact-project+mate-engineer-service-desk-83148714-issue-@incoming.gitlab.com
Each email opens a private support ticket. Replies arrive by email. You do not need a GitLab account to use this address.
To help resolve your issue quickly, include:
- Your tenant name (shown in the console after sign-in).
- The approximate time the issue occurred, with timezone.
- The job ID if the issue is related to a specific job (visible in the console Jobs page).
- A brief description of what you observed — what you expected to happen and what happened instead.
During the closed beta, response times are best-effort. For time-sensitive issues, include “urgent” in the subject line.
Status page
Section titled “Status page”Check status.mate.engineer for live service status and incident history.
Before contacting support
Section titled “Before contacting support”Many common issues are covered in Troubleshooting & FAQ. Checking there first can save time.
If your issue is a webhook not firing, check the Recent deliveries tab in your GitLab project’s webhook settings — it shows exactly what GitLab sent and whether it received a success response.
If your issue is a job failing or being canceled, open the job in the console Jobs page and check the events log and cancellation reason.