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Support

Fast help for billing, API, and reports

The quickest way to resolve an issue is to send the exact identifiers (company id, template id, request id, Stripe session id). Below are the main support paths and what to include.

Billing & invoices

Plan changes, credit packs, receipts, and Stripe-related questions.

  • βœ” Missing credits after payment
  • βœ” Subscription upgrade/downgrade
  • βœ” Refunds & disputes
  • βœ” Invoice/receipt requests
Email billing support
Most common
API & developers

Auth issues, rate limits, endpoints, and integration help.

  • βœ” API key / auth errors (401/403)
  • βœ” Endpoint usage & examples
  • βœ” Rate limits & credits charging
  • βœ” Webhooks / automation questions
Email API support
Reports & exports

PDF generation, templates/layouts, missing pages, and data mapping.

  • βœ” PDF empty pages / rendering issues
  • βœ” Layout/template mismatch
  • βœ” Data mapping questions
  • βœ” Download problems
Email report support

Before you contact support (save time)

Include identifiers and a short reproduction path. With request ids / company ids / Stripe session ids, we can jump straight into logs and resolve fast.

Buyer Protection Pricing
Issue type What to include Examples
Payment / credits not updated Stripe session id or receipt email + timestamp cs_test_... / cs_live_...
API 401 Unauthorized Endpoint + headers used (hide secrets) + time X-Api-Key, Authorization
API usage charges look wrong User id + endpoint + query + approximate time /api/v1/reports/{id}/download
PDF report missing pages Company id + template id + years + page mode company_id=..., template_id=...
Bug / crash Exact URL + steps + screenshot + time β€œClick X β†’ get 500”

Support request template

Copy/paste this into an email to speed things up:

Account email: ...
Issue type: Billing / API / Reports
URL / endpoint: ...
Company ID: ...
Template ID: ...
Years / page mode: ...
Stripe session id (if any): ...
When it happened (UTC): ...
Steps to reproduce: 1) ... 2) ... 3) ...
Expected vs actual: ...
Please don’t include secrets (API keys, passwords). If needed, we’ll ask for secure verification.

Response times

Typical response targets (may vary by volume):

  • βœ” Billing/payment issues: priority
  • βœ” API integration help: same/next business day
  • βœ” Report rendering issues: next business day
  • βœ” Feature requests: triaged weekly
Enterprise customers can request SLA-backed support.

Prefer a sales conversation or custom onboarding?

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