Help for the Sky platform and the Sky by SkyFirstLabs app.
Contacting support
| In the app | Side menu (or profile menu) → Support → New request. Your request reaches us with the app version and platform, and you receive replies by email. |
| info@skyfirstlabs.com | |
| Hours | Working days, 09:00 to 18:00 (Lisbon time) |
| First response | Within 1 working day. Any service levels in your contract take precedence. |
| Languages | Português, español, English |
Before writing to us, speak to the Sky administrator in your organisation. They can resolve access, invitations, roles and data connections straight away.
What to include in your request
- Your Sky account email address and the name of your organisation.
- What you were doing, what you expected and what happened.
- The approximate date and time.
- The platform (web, iPhone or Android) and the app version, shown at the bottom of Settings.
- A screenshot, if it helps.
Do not send passwords, two-factor codes or sensitive data by email.
Incorrect or inappropriate AI answers
Sky's answers are generated by artificial intelligence and may contain errors.
- On the answer: tap the flag icon (Report) at the end of the answer's actions, choose the reason (Offensive or inappropriate, Wrong or misleading, Something else), add a comment if you wish and send it. On agent findings, use Report on the card.
- Alternatively: open a support request with the category Chat and identify the chat.
We review every report.
I cannot sign in
- Check that you are using the work email address your organisation registered.
- If your organisation uses Google or Microsoft, sign in with that account.
- To recover your password, use Forgot your password? on the sign-in screen.
- If you have lost access to your two-factor code, ask your administrator or support.
Deleting your account or your data
Your Sky account is created and removed by your organisation, just like your work email.
- To delete the account: ask the Sky administrator in your organisation.
- To ask SkyFirstLabs to delete your personal data: write to info@skyfirstlabs.com from your account email address.
Details, timescales and what is kept: Account and data deletion.
Service status
We do not have a public service status page. If Sky seems unavailable to you, contact support.
Useful links
SPECIAL OPTION, LDA (brand SkyFirstLabs) · NIPC 518824985 · Estrada Nacional 4, Quinta Fernão Pote, caixa 3, 7350-422 Elvas, Portugal