Support threads
Describe it in your own words — one message box, nothing to pick. The system reads it, files it under the right category, and answers instantly with that category's guide and policy pointer; anything needing a human waits in the operator queue with a response target. Threads belong to this browser (clearing cookies abandons them) — sign in to keep them with your account.
Open a thread
Never paste brief text or client information into a thread — citations and error text suffice. Five new threads per day. Operator replies land here and at your contact address, if given. Looking for answers first? Browse support answers.
First visit? Five steps
- Run a free check
- Paste a brief on the verify page; the first checks are free, and free checks are never stored, so there is nothing to lose by trying.
- Read the record
- The Verification Record badges every citation -- checked, needs review, or could not be checked -- and counts what it could not check instead of hiding it.
- Keep your sign-in
- Sign-in is magic-link only -- there is no password to reset. Links are single-use and expire after 15 minutes; request a fresh one any time.
- Pay only when it works
- A credit is held when a check starts and spent only if the check completes and finds citations. Failed runs and documents with no citations release the hold.
- Ask a human
- Open a support chat -- no account needed, threads belong to this browser, and we reply within 2 business days. Never paste brief text or client information.
What each category answers from
- Billing and charges (replies within 24h)
- Receipts live on your History page with Paddle references; check there first -- most billing questions answer themselves. Paid but no credits? Check the Paddle dashboard for the charge first: stuck checkouts resolve there, and only a confirmed charge with no grant needs an operator. For charges you do not recognize, include the receipt reference and the last 4 digits only, never full card numbers. Policy: Pricing page and Paddle checkout (merchant of record).
- Refund request (replies within 24h)
- Refunds follow the Refund Policy windows: unused credits inside the window are automatic, anything else needs operator review. State the purchase date and what was unused; the policy decides, not the ticket. Policy: Refund Policy (/refunds).
- Account and sign-in (replies within 48h)
- Sign-in is magic-link only -- there is no password to reset. If links never arrive, check spam, then confirm the buying address: links go to the address Paddle bound at checkout, always. Policy: Sign-in help (/auth/request-link).
- Suspension appeal (replies within 24h)
- Every ban is reversible by operator review, and a wrong ban is our urgent bug. Say what happened in your own words; the operator replays the strikes against the conduct rules, never against your tone. There is no self-serve pardon. Policy: Terms, section 5.4 (conduct).
- Privacy and data (replies within 72h)
- Access, correction, and deletion requests go here with the address they concern. Paid records keep 90 days, free checks are never kept, and the policy table names every retention -- quote the row you mean. Policy: Privacy Policy (/privacy).
- Technical problem (replies within 48h)
- Describe what you clicked, what you expected, and the exact words on the error or banner. Never paste brief text or client information into a ticket -- citations and error text suffice. Policy: Support page troubleshooting (/support).
- Something else (replies within 72h)
- Anything the categories above miss. Say what you were trying to do and where it stopped working. Policy: Contact page (/contact).
Your threads
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