AskCarmen support
A little help.
A clearer next step.
Need help with Carmen Chats or Pocket Detective? Contact us about setup, access, an unexpected answer or something that isn’t working.
Support@askcarmen.aiOpens your email app. You can also copy the address into your email service.
Help us find the right answer.
Include in your request
- Your company name and whether you are using Sandbox or Production.
- Carmen Chats or Pocket Detective, your browser and, for the extension, its version.
- The steps you took, what you expected and what happened instead.
- The error message or Chat / Request reference, if shown. A redacted screenshot can help.
Keep sensitive details out of email
Do not include passwords, API keys, access tokens or unredacted customer, vendor or financial records. Redact sensitive details from screenshots and error messages.
If investigation needs protected information, we’ll coordinate an appropriate way to share it.
A few quick checks
Pocket Detective isn’t appearing
Confirm the extension is enabled and has access to the correct NetSuite account. Refresh the NetSuite page after connecting it. Ask your administrator to check your Carmen access and General Preferences → Custom Preferences → Show Carmen assistant.
I can’t access Carmen or a particular record
Check that you are signed in to the intended NetSuite account and role. Carmen uses your current role’s permissions, and your organization must enable Carmen access. Your NetSuite administrator can review your access; installing Pocket Detective does not grant additional record permissions.
An answer looks incorrect
Check the record, currency, date range and scope against NetSuite. For example, open bills created during a year and an AP balance as of a date are different questions. Send the Chat / Request reference and a description of the discrepancy to support, with sensitive values redacted.
AskCarmen uses AI and can make mistakes. Check responses before use. Not professional advice.
I need help installing or updating Pocket Detective
Use the installation method approved by your organization. For a managed browser, ask your administrator to confirm the extension is allowed and deployed to your profile. Contact support with your browser and extension version if installation or an update fails.
For privacy requests, contact privacy@askcarmen.ai. Read the AskCarmen privacy notice or the Pocket Detective privacy notice.