Last updated 30 October 2026

This page explains how to get help with Pywr for Azure DevOps. For Pywr for VS Code, which is free, ask in the GitHub discussions or open an issue.

Who can get support

Support is open to every organisation that uses Pywr for Azure DevOps, during the 30-day trial and with a licence. It covers:

• installing and setting up the extension;
• problems with reviewing pull requests, comments and votes in the extension;
• licences, seats, payments and invoices.

It does not cover building or fixing Pywr models, problems in Azure DevOps itself, or Azure DevOps Server, which the extension does not support.

How to ask for help

Email support@pywrtools.dev. Before you write, the guides for Azure DevOps may already answer your question.

To help us find the cause of a problem, include:

• the ID of your organisation, shown on the Model reviews page next to Buy a licence;
• the browser you use and its version;
• the steps that lead to the problem, what you expected and what happened instead;
• a screenshot of the page and of any error message.

Please do not send us your model files or any confidential data unless we ask for them. If we need a model to reproduce a problem, a small one with made-up data is enough.

When we answer

Support is given by email on working days, in UK time. Problems that stop an organisation from using the extension are answered first. As the licence agreement says, we do not promise a response time.

Fixes and updates

We fix confirmed defects in a new version of the extension. Azure DevOps installs new versions in every organisation automatically, so you do not need to do anything to get a fix. When Microsoft changes Azure DevOps in a way that affects the extension, we update the extension as soon as we can.

Licences, seats and invoices

• More or fewer seats, or cancelling: use the Stripe customer portal, or email us for a licence bought by invoice.
• Paying by invoice: email us with the number of seats and the ID of your organisation, and quote that ID on your purchase order.
• Moving a licence to another organisation: email us the IDs of both organisations.
• A user cannot get a seat: all seats are taken. A seat is freed once its user has not opened the extension for 30 days, or you can buy more seats.

Security problems

If you find a security problem in the extension or the licence server, email support@pywrtools.dev with “Security” in the subject. Please do not report it publicly until we have fixed it.

Your data

We handle the information you send us in a support request as described in our privacy policy.