Support

Help that actually replies.

Something broken, a bot misbehaving, a bill you don't recognise, or a report you don't understand? Write to support@pallettai.org — a real person reads it, and we answer within 48 hours.

Support replies · within 48 hours  ·  New projects · within 24 hours

FORM STUDIES / 04Copper paths linking an envelope, a check mark and a central paper tile.
A direct line. Not a maze. Original illustration
Two doors

Existing work?
Or something new?

Support is for anything we've already built or you already pay us for. A new build has its own door — and a faster reply, because there's a project behind it.

Support · reply within 48 hours

Help with something we built

Your site, a refresh, a Telegram bot, the PallettAI Studio app, your aftercare plan, a payment, or a grader report that doesn't add up. If it's ours and it isn't behaving, start here.

Email support@pallettai.org ↗ New project · reply within 24 hours

Start something new

A new site, a redesign, a bot, or anything we haven't quoted you for yet. Tell us what you want and we'll come back with a price, a small deposit, and a preview you can look at.

Use the enquiry form ↗
How to reach us

One inbox,
no ticket maze.

Email is the queue. We keep support in writing so nothing gets lost, and so you always have the thread to refer back to.

Email support@pallettai.org Start a new project →

DMs on X or Telegram are fine for a quick question, but they're easy to lose. If it needs fixing or a record, put it in an email to support@pallettai.org and it gets a ticket number of one — ours.

What we help with

The things that
actually break.

Not every question is a bug. These are the three areas support covers, whatever plan you're on.

01 / Sites

Sites & aftercare

Pages not loading, a form that stopped sending, images that vanished after an update, or a change you need made under your plan. We fix our own code free for 30 days after launch.

02 / Bots

Bots & automation

A Telegram bot that stopped answering, alerts that fire at the wrong time, or an API that a platform changed underneath us. We'll tell you plainly whether it's ours to fix.

03 / Accounts

Accounts, billing & the grader

Signing in to PallettAI Studio, a password reset that won't arrive, a Dodo Payments charge you want explained, cancelling aftercare, or a health-check score you want walked through.

Support covers

  • Anything we built — sites, refreshes, bots and tools we delivered to you.
  • Anything you pay us for — aftercare plans, hosting we manage, subscriptions we run.
  • Access and accounts — Studio sign-in, password resets, billing through Dodo Payments.
  • Explaining our work — what a grader finding means, why something scores the way it does.
  • Security and abuse — a vulnerability report, or someone misusing your bot. Mark it clearly and we prioritise it.

Use a project enquiry for

  • New work — a new site, a redesign, or an upgrade that isn't part of a plan.
  • New bots and automations — anything that doesn't exist yet.
  • Quotes and proposals — scope, price, timeline, deposits.
  • Big changes — work that adds pages, features or integrations beyond your agreed scope.
  • New subscriptions — starting aftercare, or moving to a different tier.

If it's genuinely borderline, send it anyway. Forwarding it internally takes us seconds; asking you to re-send it wastes your day.

What to put in your email

A little detail up front usually means one reply instead of four. Where you can, include:

  • Your web address or bot name — exactly what's affected.
  • What you expected, and what happened instead — one sentence is fine.
  • When it started — today, after an update, since launch.
  • What you've already tried — if anything, so we don't repeat it.
  • A screenshot or a link — and any error message word for word.
  • The email you signed up with — so we can find your account and plan quickly.

Never send passwords, card numbers, or API keys. We don't need them, and we won't ask for them.

Response times

What we promise,
in plain numbers.

Two working days for support, one for a new project. Those are the limits we hold ourselves to — most replies land sooner.

48h

Support replies — anything we've already built, or a plan you already pay for

24h

New project enquiries — a price, a deposit, and next steps

30 days

Free fixes on our own code after launch. After that, aftercare keeps it covered

1

Person on the other end. No ticket bots, no canned replies, no “have you tried clearing your cache”

These are working-day targets, not a legal guarantee. If something is on fire — a site down, a bot leaking data, a payment taken twice — say so in the subject line and it jumps the queue.

Questions

Support, answered straight.

If yours isn't here, ask it. A question that isn't in the FAQ is usually a sign the FAQ should change.

Is support free?
Yes, for anything we built and for anything you're paying us an aftercare plan for. Fixing a fault in our own code is on us — always. Work that's outside the original scope, or a plan you've cancelled, is quoted as a project. If you're not sure which side of the line something falls on, ask and we'll tell you before we start, never after.
I cancelled aftercare. Can I still get support?
Of course — you can always email us. What changes is scope: with a plan, changes and monitoring are covered; without one, we'll answer questions and quote any work that needs doing. Your build keeps the 30-day free fix window on our own code from launch regardless of plan.
My site or bot is down right now. What do I do?
Email support@pallettai.org with URGENT in the subject and the name of the site or bot. Outages get looked at immediately during working hours, ahead of everything else. If a third-party platform is down, we'll confirm that and tell you what we can and can't do about it.
I found a security problem. Where do I report it?
Email support@pallettai.org with Security in the subject. Include what you found and how to reproduce it, and nothing else needed — no exploits against live customer data, please. We'll acknowledge quickly, keep you updated, and credit you if you'd like.
How do I cancel or change my aftercare plan?
From the customer portal, or just email us and we'll do it. Monthly plans cancel any time with no charge beyond the current billing period. Prepaid annual plans are refunded pro-rata for unused months. There's no notice period and no awkward phone call.
What about my data, access requests, or complaints?
Same inbox — support@pallettai.org. Data access, correction and deletion requests are handled under our privacy policy (we respond within one month, usually much faster), and anything about quotes, deposits or disputes falls under our terms of service.
Do you support anything on the grader or the free checker?
Yes. If a check looks wrong, a site won't load in our tool, or you want the report explained, email us with the address you graded. The checker is free, and support for it is free too.
Still stuck?

Tell us what's
gone wrong.

One email, plain English. We'd rather read a messy description than have you sit on a problem because you couldn't word it perfectly.

Email support@pallettai.org See aftercare plans →

Support replies within 48 hours. New project enquiries are answered within 24 hours — start one on the enquiry form.

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