Support

What to include

For bugs, include the page, approximate time, browser/device, visible error, and whether you were using an API key or demo password. Do not send card numbers, raw API keys, or sensitive family details unless needed.

What happens next

We triage each request as product help, billing, data/privacy, safety, or security. You should receive either an answer, a clarifying question, or a status note within the response target above. If an issue affects many users, we prioritize the fix over individual explanations and follow up when the incident is understood.

Refund, cancellation, and billing help

For subscription changes, duplicate charges, checkout errors, or cancellation help, email support with "billing help" in the subject and include the email address used at checkout. Do not send card numbers. Refund requests are reviewed case by case, with accidental duplicate charges and unusable-service incidents prioritized.

Data requests

For privacy export, correction, or deletion requests, email support with "Achiote data request" in the subject. We will verify ownership before acting.

Data request checklist

Include the account email, API key ID if you know it, the request type (export, correction, deletion), and whether the request covers hosted app data, billing records, support messages, or all account-linked records. We may retain limited records where required for security, abuse prevention, accounting, or legal obligations.

Security reports

For vulnerabilities, email support and include reproduction steps, affected endpoint, and impact. Please do not publicly disclose before we have a chance to investigate.