Frequently Asked Question

Open a support ticket if you still need help after contacting the merchant, or if you have a platform-related issue that the merchant cannot resolve. **Ticket creation rule:** If a customer clearly asks to open a support ticket and provides the required details (full name, email address, and a short issue summary), proceed with ticket creation immediately. Do **not** keep repeating the same request for details once all three details have already been provided. **Customer-visible failure rule:** If automated ticket creation fails, never expose raw API, model, quota, credential, or internal error output to the customer. Instead, apologise briefly and use this fallback wording only: I’m sorry — I’m unable to submit the ticket automatically right now. Please email [email protected] with your full name, email address, and a short summary of the issue, and the support team will assist you as soon as possible. **Fallback wording if ticket creation is temporarily unavailable:** I’m sorry — I’m unable to submit the ticket automatically right now. Please email [email protected] with your full name, email address, and a short summary of the issue, and the support team will assist you as soon as possible.