Attachments not working on efanovvasiliy@mail.ru — requesting refund/credit transfer to efanovvasiliy@gmail.com

Description

On the account efanovvasiliy@mail.ru, the Anuma interface shows a file successfully attached and sent, but the assistant never receives the file's actual content — only the user's text and, in some cases, screenshots of the interface itself. This happens consistently and does not depend on file format, size, or subscription tier.

Steps to reproduce

On September 15, 2026, I made multiple attempts to attach files in a chat under efanovvasiliy@mail.ru, testing the following formats: ZIP archive (containing two .json files), .doc, .docx, .txt, and PDF, ranging from 5 KB to roughly 10 MB. In every case the interface confirmed the attachment, but the assistant's context contained no file content at all — only text messages and screenshots I had manually attached. This behavior was fully reproducible and independent of chat length or prior messages.

Hypotheses tested

Free plan limitation — partially disproved: upgrading to Starter did not fix the issue; behavior remained identical.
Unsupported file format — disproved: the exact same files, in the exact same Anuma interface, work correctly under a second account, efanovvasiliy@gmail.com (Free tier), where the assistant receives the content without issue.
Tier-based size or type restriction — disproved: the gmail account on Free successfully opens files that the mail.ru account fails to open even on Starter.

Root observation

Two accounts belonging to the same owner — efanovvasiliy@mail.ru and efanovvasiliy@gmail.com — show different behavior for the exact same attachment pipeline. The failure appears to be account-specific, not a general Anuma limitation. Without backend access I cannot verify the exact cause, but the most likely explanation is a discrepancy in per-account feature flags or rollout configuration.

Affected accounts and active subscriptions

efanovvasiliy@mail.ru — Starter purchased on 2026-09-15, next billing cycle October 15, 2026. Attachments do not work.
efanovvasiliy@gmail.com — Free tier. Attachments work correctly.

Request

I was recommended Anuma by friends as a reliable, modern, and very convenient service. In practice, my very first day of use has been one attachment failure after another, and my core use case — importing and analyzing JSON/PDF/doc archives — is currently unusable on the account where I actually paid.

I'm requesting either:

A full refund of the Starter subscription charged on efanovvasiliy@mail.ru, with the funds or equivalent credits applied to efanovvasiliy@gmail.com instead, or
Direct transfer of the active Starter subscription and unused credits from efanovvasiliy@mail.ru to efanovvasiliy@gmail.com.

Given that this issue effectively wasted my first day with your product — despite the high expectations I had going in — I would be willing to overlook the inconvenience if you could also offer a promo code or credit as compensation for the trouble.

Attachments available on request: screenshots of interface attachments on mail.ru, screenshots showing the assistant's context lacking file content, and screenshots of the same files working correctly on the gmail account.

Please send your response to both efanovvasiliy@mail.ru and efanovvasiliy@gmail.com.

Best regards, Vasily Efanov