# Support

How to reach SocialToAI about payments, refunds, account holds, keys and failed calls.

Canonical: https://socialtoai.com/support/

## Contact us

Email support@socialtoai.com. We reply in English or Chinese, usually within one business day (Hong Kong time).

Include the email you sign in with. For a call, include its request_id; for a payment, the order ID from your receipt email or the top-up time. Never send your API key.

[Email support@socialtoai.com](mailto:support@socialtoai.com)

## Payments and receipts

After Stripe confirms a top-up, the credits appear in Balance and a receipt is sent from billing@mail.socialtoai.com. If a payment succeeded but the credits have not appeared within an hour, write to us with the order time; the payment is recorded against your order and will be reconciled.

Purchases are final except where the Terms of Service say otherwise. If a refund is issued, the matching credits are removed from your balance automatically and you receive a notice.

[Balance →](https://socialtoai.com/console/balance/)

[Terms of Service →](https://socialtoai.com/terms/)

## Account on hold

An account is placed on hold when a refund or a payment dispute takes back credits that were already spent. API keys stop working while the hold is active. Write to us to resolve the payment and restore access.

## Keys and failed calls

If a key may have leaked, rotate it in the console right away; the old key stops working immediately. Failed, timed-out and paused calls are never charged. Check the status page before retrying.

[Open the console →](https://socialtoai.com/console/)

[Service status →](https://socialtoai.com/status/)

[Errors and billing →](https://socialtoai.com/docs/errors/)