> ## Documentation Index
> Fetch the complete documentation index at: https://docs.9pic.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Talk to Us

> When and how to reach out — Enterprise, beta features, billing help

## Why This Matters

Most of Pay As You Go is self-serve — top up credits, run events, download invoices. But there are five situations where a quick email saves you days:

1. You want to **try a beta or enabled-by-request feature** (most also require Pro or Enterprise — we'll tell you).
2. You need **Enterprise pricing** for high volume, Checkout, or custom integrations.
3. You have a **billing question** or need a custom invoice / refund handled.
4. You're **stuck on a step** and want a human to look at your account.
5. You want to **discuss whether Pro is right for you** before you click upgrade.

## Where to Reach Us

| Reason                                            | Best contact                                                                                                                        |
| ------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| General product questions, stuck on a step        | [support@9pic.ai](mailto:support@9pic.ai)                                                                                           |
| Enterprise pricing, custom integrations, Checkout | [9pic.ai/contact](https://9pic.ai/contact/)                                                                                         |
| Beta or enabled-by-request features               | [support@9pic.ai](mailto:support@9pic.ai)                                                                                           |
| Refunds, custom invoice corrections               | [support@9pic.ai](mailto:support@9pic.ai)                                                                                           |
| Stuck or failed payment                           | [support@9pic.ai](mailto:support@9pic.ai) (after trying **Recheck** — see [Invoices & Transactions](/pay-as-you-go-guide/invoices)) |

<Note>
  Pay As You Go customers get the **same response standard** as Pro and Enterprise. We don't deprioritise PAYG emails.
</Note>

## Beta and Enabled-by-Request Features

Some 9Pic products aren't visible by default in the dashboard. They're available — they just need a quick email to turn on. **Note that most of these also require the Pro or Enterprise plan; Pay As You Go alone won't unlock them.**

| Product                                 | Status             | Available on    |
| --------------------------------------- | ------------------ | --------------- |
| **9Pic Checkout** — sell photos online  | Beta               | Enterprise      |
| **9Pic Flow** — AI video reels          | Beta               | Pro, Enterprise |
| **9Pic Buzz** — frames & badges         | Enabled by request | Pro, Enterprise |
| **9Pic Certify** — certificates         | Enabled by request | Pro, Enterprise |
| **9Pic Select** — client photo proofing | Enabled by request | Pro, Enterprise |

<Warning>
  None of the products above work on Pay As You Go alone — Pay As You Go is the Photos product only. If a creative tool is what you need, see [When to Upgrade](/pay-as-you-go-guide/when-to-upgrade) and consider Pro before emailing about beta access.
</Warning>

If you'd still like to discuss one of these — for example, you're considering Pro and want a preview of what Certify would look like — email [support@9pic.ai](mailto:support@9pic.ai) with:

* Your **organisation name** (or login email).
* The **feature** you'd like to learn more about.
* Your **upcoming event date**, if any.

We'll either schedule a short demo or arrange a guided preview, depending on the feature.

## When to Talk to Us About Enterprise

Pick Enterprise (instead of Pro) when at least one of these is true:

<CardGroup cols={2}>
  <Card title="High photo volume" icon="chart-line">
    Tens of thousands of photos per event, or many events per year. We can offer better unit pricing at scale.
  </Card>

  <Card title="You want to sell photos online" icon="cart-shopping">
    9Pic Checkout (selling event photos with refunds, taxes, and a payment gateway) is **Enterprise-only** — Pro doesn't unlock it.
  </Card>

  <Card title="Custom integrations" icon="code">
    You want **API keys**, **webhooks**, or to integrate 9Pic into your own apps. The Developer Zone is Enterprise-only.
  </Card>

  <Card title="Custom payment gateway" icon="credit-card">
    Your organisation requires a specific payment gateway, country, or merchant configuration. **Payment Config** is Enterprise-only.
  </Card>
</CardGroup>

To start an Enterprise conversation:

<Steps>
  <Step title="From the dashboard">
    Open **Credits → Purchase Credits**, click the **Enterprise** plan card, and you'll be taken to our contact form at [9pic.ai/contact](https://9pic.ai/contact/).
  </Step>

  <Step title="Or email directly">
    Email [sales@9pic.ai](mailto:sales@9pic.ai) with:

    * Your **expected annual photo volume**.
    * The **products** you want (Checkout, Developer Zone, etc.).
    * Your **timeline** (next event, integration deadline).
  </Step>

  <Step title="Initial call">
    We'll set up a short call to confirm scope, then send a custom proposal. Most Enterprise setups are live within a week.
  </Step>
</Steps>

## When to Email About Billing

Use [support@9pic.ai](mailto:support@9pic.ai) for any of these:

* A payment row stays on **Pending** for more than 10 minutes after clicking **Recheck**.
* Your card was charged but credits didn't appear in your balance after Recheck.
* You need an invoice with corrected company name / address — and the existing invoice is already issued.
* You need a custom invoice for a non-credit payment (rare; we usually direct you to **Custom Payment** in the dashboard first).
* You need a refund and the [Refund Policy](https://9pic.ai/refund-policy/) is unclear about your case.
* You need a bulk export of invoices for accounting (e.g. a year's worth in a single zip).

Include in your email:

* Your **organisation name** or login email.
* The **payment ID** of the affected transaction (visible by clicking the info icon on the row in **Billing & Transactions**).
* A **screenshot** of the dashboard state.
* The **time** the issue happened.

## When to Email About Operations

Use [support@9pic.ai](mailto:support@9pic.ai) for any of these:

* Photo processing is stuck on an event and the [Troubleshooting](/dashboard-guide/troubleshooting) pages don't help.
* A teammate isn't receiving an invite after 3 resends.
* An event's public link doesn't load.
* The dashboard behaves differently than what this guide says.

Include:

* Your **organisation name** or login email.
* The **event ID** (visible in the URL of the event details page).
* A **screenshot or short screen recording** of the issue.
* The **time** the issue happened.

<Tip>
  A clear screenshot and the event ID typically cuts our resolution time in half.
</Tip>

## When to Talk to Us Before You Upgrade

If you're not sure whether Pro is right for you, you can email [support@9pic.ai](mailto:support@9pic.ai) before you commit. Useful when:

* You want a quick walk-through of the creative tools (Certify, Flow, etc.) before you pay for them.
* You have a one-off event coming up where you'd want a custom domain only for that event.
* Your usage is right around the break-even point with the Pro subscription fee.
* You're considering Enterprise instead of Pro and want a comparison.

We'd rather have a 10-minute conversation than have you over- or under-buy.

## Common Questions

<AccordionGroup>
  <Accordion title="Do you offer phone support?">
    Phone calls are reserved for Enterprise conversations. Email is the fastest way for everything else, including PAYG.
  </Accordion>

  <Accordion title="How quickly do you respond?">
    Business-day responses for support emails. Enterprise sales conversations are usually scheduled within 24–48 hours.
  </Accordion>

  <Accordion title="Can you sign an NDA or share a security overview?">
    Yes. Mention it in your first email and we'll send the relevant documents.
  </Accordion>

  <Accordion title="Where can I see status / outage information?">
    Email [support@9pic.ai](mailto:support@9pic.ai). We share status and impact directly while we get a public status page in place.
  </Accordion>

  <Accordion title="Can I get a discount on my next top-up?">
    PAYG credit pricing is fixed — we don't run discounts on per-credit cost. For volume discounts, the conversation is about Enterprise — see [9pic.ai/contact](https://9pic.ai/contact/).
  </Accordion>
</AccordionGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="When to Upgrade" icon="scale-balanced" href="/pay-as-you-go-guide/when-to-upgrade">
    The honest math on Pay As You Go vs Pro.
  </Card>

  <Card title="Upgrade to Pro" icon="arrow-up-right-from-square" href="/pay-as-you-go-guide/upgrade-to-pro">
    Self-serve flow if you've decided.
  </Card>

  <Card title="Contact Support" icon="life-ring" href="/dashboard-guide/contact-support">
    Full reference for support channels and response times.
  </Card>

  <Card title="Pay As You Go Guide Home" icon="coins" href="/pay-as-you-go-guide">
    Back to the journey overview.
  </Card>
</CardGroup>