Contact Support
Cannot find the answer you need? Our support team is here to help. Here is how to reach us and get the fastest possible response.
How to Reach Support
When emailing support:
- Use a clear, descriptive subject line
- Send from the email address associated with your AI CRED account
- Include as much detail as possible in your first message
What Information to Include
To help us resolve your issue as quickly as possible, please include:
Always include:
- 1Your account email address (if different from sending address)
- 2Description of the issue - What happened? What did you expect to happen?
- 3Steps to reproduce - What were you doing when the issue occurred?
- 4Date and time - When did this happen?
Helpful additions:
- Screenshots of any error messages
- Browser name and version (e.g., Chrome 120)
- Device type (desktop, mobile, tablet)
- Operating system (Windows 11, macOS Sonoma, iOS 17, etc.)
For payment issues, also include:
- Transaction ID or receipt number from Stripe
- Last 4 digits of the card used
- Amount charged (if applicable)
Response Time Expectations
Standard Issues
Within 24 hours
General questions, feature requests, non-urgent issues
Payment Issues
Within 12 hours
Missing credits, billing questions, refund requests
Note: Response times are based on business days (Monday-Friday). Weekend inquiries will be addressed on the next business day. We strive to respond faster than these estimates whenever possible.
Urgent Issues
For urgent issues that require immediate attention:
Include "URGENT" in your subject line
Example: "URGENT: Payment charged but credits not received"
What qualifies as urgent:
- -Payment processed but credits not received after 15 minutes
- -Account security concerns (unauthorized access suspected)
- -Assessment credit lost due to system error
- -Cannot access account at all
Please note: Marking non-urgent issues as urgent can delay responses to truly urgent matters. Reserve this designation for situations that genuinely require immediate attention.
Before Contacting Support
Many issues can be resolved without waiting for support. Try these first:
- Check the troubleshooting guides - Solutions for most common issues are documented
- Refresh the page - Many temporary issues resolve with a simple refresh
- Clear cache and cookies - Resolves many display and authentication issues
- Try a different browser - Rules out browser-specific problems
- Log out and log back in - Fixes many session-related issues
We are here to help! If you have tried the above and still need assistance, do not hesitate to reach out. We want to ensure you have the best possible experience with AI CRED.