Contact & Support

Every ticket starts in your dashboard

Support runs on tickets, not on a mailbox. Sign in, verify your email, and open one — that is the only way to reach us, and it is what makes the reply targets below real rather than aspirational.

Open a ticket · Create an account

How to reach us

Three steps, and the first two are one-time.

Your TikHub account is what identifies you. Support is tied to it, so there is nothing to reach us with until you have one.

2. Verify your email address

Tickets cannot be opened until your address is confirmed. It is also the address every reply is sent to, so it has to be one you actually read.

3. Open a ticket

Describe the problem in the support section of the dashboard. You will get an acknowledgement by email immediately, and an answer within the target for your group.

Discord — for talking, not for tickets

A community of people building on the API. Good for asking how others solved something, comparing notes on an endpoint, and hearing what changed before it reaches the changelog.

It is not a support channel. Nobody is on rota there and no reply target applies, so a service problem posted in Discord may go unanswered. Anything you need an answer to — an outage, billing, a broken integration — belongs in a ticket, where it is tracked and measured.

Join the Discord

How support works

What to expect once you open a ticket.

First reply
Targets are counted only while support is staffed. A ticket opened at 05:00 starts its clock when the team comes online at 12:00 US Pacific.

Order of work
Tickets are answered by support tier first, and within a tier oldest first. Nobody is skipped — a higher tier is served sooner, not instead of you.

Replying
Reply in the dashboard, or just reply to the notification email. Both land on the same ticket, and an agent sees them the same way.

Attachments and limits
Up to 4 MB in total across all files on a dashboard message, and up to 100 open tickets at a time. Files sent by email can be larger.

Language
Support is provided in English only. Tickets and live chat written in other languages will be answered in English, and may take longer while we translate them — writing in English gets you a faster, more accurate answer.

What each user group gets

User group	Support tickets	Live chat
Advanced Enterprise	within 20 minutes	Included
Enterprise	within 30 minutes	Included
Paid	within 8 business hours	Not included
Free	within 24 business hours	Not included

Support is staffed 12:00–03:00 US Pacific (California local time), seven days a week. Time outside those hours does not count towards the target. Your group is set by your lifetime spend and is frozen onto each ticket when you open it. Live chat is staffed during the hours above only — outside them, open a ticket.

Open a ticket →

🎫 Contact & Support

Contact & Support#

Every ticket starts in your dashboard#

How to reach us#

1. Sign in to the dashboard#

2. Verify your email address#

3. Open a ticket#

Discord — for talking, not for tickets#

How support works#

What each user group gets#