How to Contact Support and Get a Fast Answer
Most questions have a fastest route. Use the contact page for billing, delivery and account issues, and the community forum for how-to questions that other users can answer just as well.
Match the channel to the problem 🧭
| Problem | Best channel | What to include |
|---|---|---|
| Order or delivery | Contact page | Order number and checkout email |
| Billing question | Contact page | Order number and the disputed amount |
| How-to question | Forum | What you tried and the exact error |
| Feature idea | Forum | The use case you want to solve |
A good report in four lines ✍️
- What you were trying to do
- What you expected to happen
- What actually happened, with the exact message
- Your order number or token name when relevant
Never send secrets 🔐
We will never ask for your API key, your password or your full card number. If a message asks for those, it is not us. Share your order number instead and we can look everything up safely.
What to expect ⏱️
We aim to reply within one business day. Clear reports usually get resolved in a single reply, while vague ones need a round trip just to gather the basics.
Frequently asked questions ❓
How quickly will I hear back?
We aim to reply within one business day, and often much sooner during normal working hours.
Can I just DM my API key to speed things up?
No. Never send a key or password. Your order number is enough for us to investigate.
Is the forum an official support channel?
Yes. Official announcements and support replies appear there, alongside community answers.
What if my issue is urgent?
Say so in the subject and include the order number, exact error and time window so we can prioritise it.
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