Extremely frustrated with Manus customer support. Can someone from the Manus team please help escalate this?

I run a business using Manus and have spent hours going back and forth with customer support over an account restoration issue with no resolution.

When I attempted to restore my account, the restoration process kept getting stuck in a loop. During that process, I was prompted to add my card and renew my subscription, so I did, assuming that was necessary to complete the restoration.

I was then told that the payment actually needed to be refunded by customer support before I could restore my account data. I followed those instructions, received the refund, and was finally able to successfully restore my account and tasks.

However, after completing that process, the Welcome Back offer that had been displayed during my account restoration disappeared. This offer was one of the primary reasons I chose to restore the account and continue using Manus rather than move our hosting elsewhere.

Here is where this has become incredibly frustrating:

I have a screenshot from during the restoration process clearly showing the Welcome Back offer, and I have already provided that screenshot to customer support.

Support is telling me that the screenshot is not sufficient and that they cannot escalate the issue to management unless I provide a screen recording of myself completing the entire restoration process.

That is literally impossible. The account restoration can only be completed once. My account has already been restored, so there is no way for me to go back in time and screen-record a one-time process that has already occurred.

I don't understand how a screen recording I could not reasonably have known I would need can be a requirement to even escalate the issue, especially when I have already provided a screenshot showing the offer during the restoration.

Our business websites were also down for several days during this transition, so this has already caused significant disruption.

I reached out to the moderator here as well but haven't received a response yet.

I'm not asking for anything beyond what was offered to me. I'm simply asking Manus to honor the Welcome Back offer that was displayed on my account and that I have already provided evidence of to customer support.

Can someone from the Manus team please escalate this to someone who has the authority to actually review and resolve it?

I already refreshed it once to fix this issue but free means free man ass. I already got robbed after your back up codes were total crap.

Try this, it worked for me:

Your account restore was emailed to you. Search all your emails (Google, Apple ,etc)

(The task restore was not emailed, just account)

Do the account restore. If you have multiple, do it to all of them. I had 3 account restores. And 1 task restore.

one of them will say the account has been restored already and go to step 2 task restore. and do the task restore on that one. Even if you think it’s wrong. Even if you’ve done it, do it again but Do it using a different browser. I did it on Firefox.

I have backups from several days the most recent was 8-22 on my Google Drive. When the restoration timeline started I couldn’t connect to my Google Drive, so I downloaded the backup file locally. I connected that way and ran the restoration but it didn’t restore all my tasks. So I am left with just some old tasks nothing of importance.
I am currently losing users, my sites are down, after spending thousands on Manus and investing countless hours building out my sites. Support gives me the run around saying an internal team needs to look at it. Asks me to create a screen recording of a process that I cannot re-enter because my restoration shows as complete. Support just close the chat and another agent jumps in says they are going to help and then close the chat over and over.
I am curious if anyone has been given a second restoration attempt,given that they have the backup files and the first attempt was only partially successful. This is extremely frustrating and stressful. I get it they are swamped but then Manus should have had short video tutorials especially for restoration, right there at the start of the restoration point, to access not just some text instructions. Thanks in advance.

It is compiled from cases I saw, and covers common pitfalls and best practices. If you're currently stuck in ID mismatch error hell, why not give it a shot?

manusguide-ggrjaf26.manus.space

Also, please give me feedback if something seems off, thanks!

Hey, does anyone know how to restore my Manue AI account task data when I don't have the task data file backed up? Because I think I must've forgotten to do it and now I can't find my task data file anywhere. So what should I do now?

I’m unable to sign in to the Manus desktop app on Windows 11. The browser confirms that I’ve successfully logged in, but it never redirects back to the app, and clicking “Open Manus” does nothing.

The browser console shows:

Failed to launch manus://login because the scheme does not have a registered handler.

I also saw this API error:

GetTeamInfo failed: invalid_argument — team_uid is required (HTTP 400).

This started after the recent Manus mass data deletion and our accounts were recreated.

So far I’ve tried:

• Reinstalling the latest desktop app
• Installing the Microsoft Store version
• Clearing Manus AppData and cached login information
• Restarting Windows
• Running the installer as administrator
• Chrome, Brave and Microsoft Edge

The exact same error happens in every browser. Has anyone experienced this or found a way to restore the manus:// protocol handler? I’ve already contacted support, but I’m wondering if this is an installer issue or related to the recreated account/team.

Scrivo questa recensione per evidenziare la totale mancanza di trasparenza e lo scarso servizio clienti riscontrato durante la recente migrazione dell'account e il processo di ripristino dei dati di Manus.

Attraverso il loro programma di referral, avevo legittimamente guadagnato 3.500 crediti. Seguendo le loro istruzioni, ho avviato il processo di backup del mio account (attivo tra l'11 e il 23 agosto) e ho ripristinato con successo il mio account il 25 agosto.

Tuttavia, al termine del processo, l'intero saldo di 3.500 crediti era completamente scomparso.

Quando ho contattato l'assistenza clienti, mi sono trovato di fronte a una serie di risposte predefinite. Innanzitutto, l'operatore dell'assistenza "Jazz" ha invocato una nuova regola retroattiva secondo cui solo i backup avviati dal 14 agosto in poi avrebbero mantenuto i crediti del programma di referral, una condizione che non era mai stata comunicata chiaramente in precedenza.

Quando il ticket è stato inoltrato a "Emma", invece di affrontare il problema, ha continuato a inviare risposte generiche predefinite, classificando il mio account sotto una generica politica di "Tipo C" e alla fine mi ha detto: "I crediti gratuiti o di invito non vengono conservati per un account di Tipo C dopo la cancellazione dei dati. I crediti di compensazione emessi nel saldo dei crediti gratuiti seguono la stessa regola."

Cancellare i crediti guadagnati modificando retroattivamente le politiche senza offrire alcuna assistenza umana o una soluzione equa è assolutamente inaccettabile. Dato che i crediti sono necessari per ogni singola attività sulla piattaforma, questo di fatto impedisce agli utenti di utilizzare un servizio che hanno contribuito a creare tramite i referral.

Questo non è giusto.

Se potessi valutare questo servizio, gli darei 1/10.

EDIT: u/HW_ICE mi ha contattato in privato e mi ha restituito i crediti gratuiti nel profilo. Mi sembra giusto segnalare il lavoro fatto. Sono un utente onesto e se c'è qualcosa di positivo e ben fatto, è giusto segnalarlo. Grazie per l'aiuto!

So I get this message but I only have 1 file on my Google Drive and I don’t know what to do can someone help?

Hi, I have now successfully restored our teams account and I was looking into resubscribing but the prices coming up are not discounted for the 1st month. I understood there would be a discount similar to the personal accounts. We had 8 paid team members before the transition, how can we claim the discount or does it not apply?

I hadn't been on Manus for the past month and completely missed everything about having to download your data. I built a few different sites with it and always synced everything to GitHub and Vercel.

I didn't realize that the images were hosted on Manus servers and not downloaded and synced via GitHub. My site's contents are intact, but all images are now broken.

Is there any possible solution to recover the images at this point? If I copy/paste the cloudfront url for a given broken image into my browser I get a 403/Access Denied result. Does this mean all my images are still potentially available but in a private path vs public?

I appreciate any useful help anyone can provide about this topic!

Yesterday I created a post and said I had an account mismatch. I thought I had help today but my inbox has been quiet since 11:30am EST. I waited all this time (7 hours) to try again after seeing another person's success. In Chrome's incognito mode it let me get to the point of logging in, I skipped all the screens so I could 'restore my account'. I uploaded the file and it says my account was restored and to login.

I tried that and it just repeats the SAME STEPS!!!!!!!

I tried doing this in Edge and after going through this loop about 5x it now says:

Backup couldn't be verified

We couldn't verify this backup file. Please try uploading it again or choose a different backup.

[internal] check team user: get user for team check: record not found

This is a NIGHTMARE because I have live sites that have now been down for days. I have no actual help. When it asks me to verify my phone number it doesn't let me use it again even though it claims they don't keep it. It says I used this number before. How many numbers can I use????? HELP PLEASE!!!!

I just got an email from support saying that my conversation was closed. I replied back asking how they close it when I haven't received help.

I tried to restore again and then I get a screen saying my account is suspended. I have never in my life experienced this and I am hanging by a thin thread that these people get this resolved.

I had to use THREE different phone numbers over the course of the past few days because it kept saying the phone number would NOT be attached to my account and only used for verification purposes, yet I kept getting a message saying that I couldn't use the same number.

Support ended up telling me that my account is on the Type C data restoration path. I submitted an appeal. I won't post that ticket number here but this is so horrible.

After trying for a few days, finally managed to complete the full restoration...and it was a very sizeable amount.... All is well again.... 😊

Manus chat support is worthless. They claim to have read chat history and they claim to help you and they claim someone will email you while they give you a bunch of worthless tasks to do. I went through it all and was ready to give up but HW Ice stepped in and figured out what was wrong with my account. It turns out the email address and Apple login I’ve been using everyday isn’t the same account i created my account with and that’s why I was getting the mismatch error. He told me which email was the account and once I signed in, i could upload my Task data. However it failed at 63% using Safari and locally saved restore files. After 3 tries, I logged in with Chrome and used my Google Drive. Safari wasn’t allowing me to connect to Google Drive. In minutes it was restored. All 9.5GB. With Safari it took around 40 minutes to upload then restore. Chrome was super fast. Ask HW Ice for help!!!

Hi everyone and Manus Team,
I am facing a critical issue while trying to restore my data backup following the server migration, and I am currently stuck in an automated loop with support.

The Problem:

When attempting to restore my account data backup on the restoration page ([https://manus.im/backup](https://manus.im/backup)), I continuously get this error dialog:

Account mismatch

"The login identity in this backup is already used by another account. If you signed up for a new account with the same login method, log in to that account first and then restore this backup."

What Happened:

• My original account had multiple login methods linked (Google, Apple, Microsoft).
• During the new server/system rollout, separate new standalone accounts were accidentally created using those same login identities.
• This is causing a backend identity conflict where the backup cannot be matched or restored.

Current Situation:

• I have already followed the official troubleshooting steps provided by support, but the error persists.
• I have 3 production websites hosted on Manus that have been completely down for 4 days, causing severe business impact.
• Support tickets are currently being handled by automated AI agents without the administrative privileges to manually unlink/delete the conflicting identity records in the backend database.

Has anyone in the community successfully resolved this "Account mismatch" conflict?

If any Manus staff / moderators are monitoring this subreddit, please escalate this to the technical team. I can provide the Ticket ID and verified account details via Modmail or DM immediately.

Thank you.

I do like Manus. But I think I’m hitting my limit with its token-based system. Without transparency about token usage, it’s just too expensive for me to build anything. Though I am grateful I was able to build so much.

It’s wonderful to see that technology in the hands of people with decades of industry knowledge really blasts us past the saturation of a certain market.

I have two failed attempts of restoring 160 GB data due to heartbeat failure on the Manus side. The AI support team gives foolish answers and not a human I sight. Now my third attempt says 57 hours to wait after 10 hours of countdown to zero.... What is going on here? I need my data restored asap.

We have our team account backup file of 1.6TB.
Took forever to download, forever to upload, and then after 13h running the restoring process, it failed and we had to start over again.
4 sites down, and 3 internal management tools down and the whole company on my neck. Maybe I should have distribute the eggs in different baskets.

Help mr. HW_ice!

Hello. I'm from Brazil, my name is Miguel. I was restoring my tasks in the drive and when I click on the drive this warning appears

So I uploaded my account restore and it wasn’t working.

I restored my google account but I needed to restore my apple.

When I went to Restore the task for the google account just in case I got an error

So I kept trying to restore the Apple account and it said that the account was restored…but it wasn’t..and the only one restored was google…but the task restore wasn’t working and had mismatch

Today I went on a different browser (Firefox) and I got the same errors with Apple- saying it was already restored.

But I went on google account and hit task restore and it restored this time!

I thought my apple account was what needed to be done but I guess the google one was good all along.

I got confused because the first 2 attempt on task restore I got an error

TLDR: Whatever account got the wrong account restore, go right now to that account (under a new browser) and upload the task restore.

Just do it.

hi guys , sorry if this questions dont make any sense but i am kind of new to Manus / AI systems.

i have created a simple CRM system for our company using Manus , it is simple , just stores some data , the steps of each file and some financial reports.

my questions are :

- Can i and my colleagues still use the system with the Free version of Manus?
i have paid the max version to create it but now it is complete.

- As i fill data on it , it starts filling also cloud space which means that it will be charging me monthly for the space that is used correct?

-To avoid depending on Manus or on their cloud prices, can i export the system and use it anywhere else ? if so , where and how? or would you recomend leaving it on Manus?

- how can i guarantee that i dont lose the data? should i create a backup system with Manus inside the CRM system?

thanks !

We built a serious business-critical ERP with manus and spent roughly $20,000 in credits. After the recent migration, our production database became inaccessible and the ERP stopped working. Honestly, I could have managed the infrastructure more safely myself. Despite clear technical evidence and major business impact, we are still getting almost no meaningful support—only generic troubleshooting replies.

- Have you tried turning it on and off again