Support
Counterparts is made by a very small team. This page says how to reach us, how to report a security problem, and what to try first when something goes wrong. The manual says how Counterparts works day to day, and the privacy page says what is kept and where.
Get help
Email support@counterparts.ai. We answer within 3 business days. Say whether you use Counterparts on claude.ai, in Claude Code or in Claude Desktop, and what you saw; a screenshot of the message helps. Please don’t send what’s in your memory unless we ask and you’re happy to.
For a bug or a question that holds nothing private, you can also open an issue on GitHub, where others can find the answer later.
Report a security problem
If you’ve found a way to read, change or delete someone else’s memory or account, or any other security weakness, email support@counterparts.ai with “Security” in the subject. Please don’t open a public issue for it. We’ll confirm we have your report within 2 business days.
Troubleshooting: Counterparts on claude.ai
The sign-in link didn’t work. A sign-in link works for 15 minutes, once, and only in the browser where you asked for it. If you see “That link can’t be used”, it has expired, was already used, or isn’t one of ours: go back to app.counterparts.ai/login and ask for a new one. If you see “Open it in the other browser”, the email opened in a different browser or on a different device from the one you started in: open the link there, or ask for a new link in the browser you’re in now. Opening it in the wrong place doesn’t use it up.
“Hosted is full for now”. The beta has a limited number of spots, and they’re taken. An invite code still works: click “Have an invite code?” on that page and enter it. Without one, join the waiting list and we’ll email you when a spot opens.
“Lots of people are signing up right now”. While sign-up is open, we cap the sign-in emails we send each hour; past the cap, new sign-ups wait an hour. Try again then.
Claude doesn’t seem to remember, or never mentions Counterparts. Two settings in claude.ai do most of the work. In the Counterparts connector’s settings, every tool should be set to “Always allow”; otherwise Claude stops to ask before each tool, and usually won’t wake its memory at all. And the short block of instructions from setup should be in your Claude instructions (or the project’s); without it, a new chat doesn’t know to wake the memory. Then start a new chat. Claude’s own built-in memory stays on and can answer in Counterparts’ place; the two work side by side.
“This memory has reached the hosted beta’s size limit”. A hosted memory can grow to 1 GB. At the limit nothing new is added, everything already in it is still there, and recall still works. Write to us and we can raise it for you.
Downloading, disconnecting or deleting. Your account page, app.counterparts.ai/account, has “Download my memory” (one SQLite file), “Disconnect” for each connected AI, “Delete my account (24 hours to change your mind)” (locked at once, erased after 24 hours unless you sign in and keep it) and “Delete everything now” (erased at once, no undo). To delete one memory, ask Claude in a chat, naming it; “undo that” brings it back within 24 hours. The privacy page says what happens to backups.
You also use Counterparts in Claude Code. That is a separate memory, on your computer. Claude Code loads your claude.ai connectors too, and the local install keeps this one out so the two don’t mix (with an npm install older than 0.3.38, run counterparts connect once, then restart Claude Code).
Troubleshooting: the local install
Run counterparts doctor in a terminal (with the plugin install, /counterparts:doctor in Claude Code). It checks everything and says what to fix. If Claude doesn’t wake its memory in a new session, restart Claude Code once; the install needs one restart. The manual covers the commands, the switches and updating, and Counterparts for Claude Code covers installing and uninstalling.