Getting help

Sergeant Sammie is run by KnowAll AI. He is a scripted instrument and cannot answer questions himself, but a person at KnowAll AI reads every support request.

How to get help

• Email support@knowall.ai. This is the main route, for anything about a booking, a payment, a report, the leaderboard or a fault in the instrument.
• Message Sammie, at the foot of every page, sends an encrypted note from your browser. It needs JavaScript. A person reads it; leave an email address in it if you want a reply.

The Teams chat bot is not a support channel. It gives fixed replies and cannot pass a message on (see the Teams app, below).

Common problems

I paid, and Sammie did not join. He runs one battery at a time and is on duty roughly 09:00–21:00 UK time. If he is mid-battery or off duty, your booking waits its turn: open the site again in the same browser and the booking dialog shows your meeting link, your place in the queue and an estimated start. A paid link does not expire until it is used, so nothing is lost by coming back later (see the terms). If he is on duty, nobody is ahead of you and he still has not joined, email us with the details listed below.

Where is my report? The After Action Report is emailed as a PDF to the address you gave when you booked, once the battery has finished. Check your spam folder first. If it has not arrived, write to us from that address or name it in your message. What the report contains is described in the report section.

Signing in and the leaderboard. Sign in with Nostr before the payment step if you want the run published. Your key is bound to the booking when its invoice is created, so signing in afterwards does not sign an invoice already issued. Signed runs appear on the leaderboard under your public key; your name and picture come from your Nostr profile. A published result cannot be recalled, so read the privacy page first. Signed out, the report is emailed and nothing is published. More in the FAQ, under “What is Nostr, and why do you use it?”

The queue and duty hours. A full battery takes about 18–22 minutes and he runs them one after another. Each paid booking is a separate place in the queue: paying twice buys two runs, not a faster one. Outside 09:00–21:00 UK time a paid booking waits until he is next on duty. Report for duty shows whether he is on duty now.

I think a result is wrong. Thresholds are fixed and are not adjusted after an argument, but a fault in the instrument is a real problem and we want to hear about it. Send the evidence to support@knowall.ai; the terms explain how a confirmed fault is handled.

I want a refund for a link I have not used. Unused links are not refunded automatically. Ask at support@knowall.ai and we will deal with it.

What to include in a request

• The booking ID. It is the 22-character code in your Lightning invoice's description, straight after sergeant-sammie/v2 battery. Most wallets show the description beside the payment. If you cannot find it, send the payment hash instead.
• The time you paid and, if you got that far, the time you joined the meeting, with your time zone.
• The email address you gave when you booked.
• What you saw: any message on screen, or a screenshot. If you signed in, your public key (npub) helps too.

Never send a private key (nsec), a wallet seed phrase or a remote-signer secret. We will never ask for one.

The Teams app

The Sergeant Sammie app for Microsoft Teams adds a chat bot. It is not how the battery is run: the battery runs in the Teams meeting you get from a paid booking on this site.

• In a personal chat it answers every message with a fixed reply pointing you to this site. In a channel or group chat it replies only when it is @mentioned.
• It understands three commands: Roll Call (what he is), Ring Me (how to reach him) and Fall In (where to book). help lists them.
• Messages about booking, payment or scores get a link to this site. It cannot take a booking, accept a payment, show a score or handle a support request.
• Its replies are fixed text, not AI. Nothing typed in the chat is measured or reaches a report.

For anything the chat bot cannot do, email support@knowall.ai.