Why This Matters
Pro is mostly self-serve, but a handful of things genuinely need a human. Knowing which channel for which situation turns “I’ll figure it out tomorrow” into a 15-minute resolution today.Quick Decision Tree
| Situation | Channel |
|---|---|
| Renewal of your Pro plan | Email support@9pic.ai |
| Stuck payment (debited from bank, not reflected in dashboard) | Email support@9pic.ai with Payment ID + Gateway Ref ID |
| Enable a beta or by-request product (Certify / Buzz / Select / Motion / Flow) | Email support@9pic.ai |
| Custom domain not active after 48 hours | Email support@9pic.ai with the domain and CNAME target |
| Want to evaluate Enterprise (Checkout, API keys, custom gateways, SLAs) | Use the Enterprise contact link below |
| Need an invoice or accounting export | Email support@9pic.ai with the date range |
| Account compromised or suspicious activity | Email support@9pic.ai immediately |
| Anything else inside the dashboard | Use the in-product Support link (/contact-support) |
Channels in Detail
Email support@9pic.ai
The default channel for everything operational on Pro. Response standard is the same as Enterprise — there’s no second-class queue for Pro tickets. Things that go here:- Renewals, refunds, billing reconciliation.
- Enabling Buzz / Certify / Select / Motion / Flow.
- Stuck payments.
- Domain / DNS verification problems.
- “I’m not sure if this is a bug or a misconfiguration” — we’d rather you ask than spend an hour debugging.
- Your organisation name as it appears in the dashboard.
- The page in the dashboard you’re on (or a URL).
- A Payment ID / Gateway Ref ID if the issue is billing-related.
- A screenshot if the issue is visual.
- The steps you already tried so we don’t repeat them.
In-product Support flow
The dashboard’s Support entry (/contact-support) routes to the same inbox but pre-fills your organisation context, so it saves you from typing your org name and current plan. Use it when:
- You’re already on the dashboard and don’t want to switch to email.
- The issue is dashboard-specific (a button isn’t working, a screen looks wrong, etc.).
- You’d rather a screenshot upload field than an attached image.
Enterprise contact form
For evaluating an upgrade to Enterprise (Checkout, custom gateways, API access, SLA), the dashboard’s purchase wizard exposes a Contact support card that links to 9pic.ai/contact. Use that link when:- You want to talk through Enterprise pricing for your event volume.
- You need to discuss compliance / contracting questions before the conversation gets technical.
- You’d rather have a sales conversation than an email thread.
What Not to Email About
These are self-serve on Pro and emailing actually slows things down:| Self-serve task | Where to do it |
|---|---|
| Top up credits | Credits & Top-ups |
| Recheck a Pending payment | Transactions |
| Change branding, logo, theme | Branding & Theme |
| Connect a custom domain | Custom Domain |
| Invite or remove team members | Team Setup |
| Configure GTM | Advanced Settings |
| Run an event | Run an Event on Pro |
Common Questions
What's the response time for Pro support?
What's the response time for Pro support?
Same as Enterprise — there’s no separate queue. We aim for one business day on routine tickets and same-day on urgent ones (stuck payments, broken go-live, etc.).
Can I escalate a ticket if I haven't heard back?
Can I escalate a ticket if I haven't heard back?
Reply to the same thread with “ESCALATE” in the subject line and a one-line summary. We re-route internally.
Do you have a phone number for emergencies?
Do you have a phone number for emergencies?
Email-and-screenshot is faster than phone for almost every issue. For genuine emergency (e.g. you’re 30 minutes from event go-live and something is broken), email with subject “EVENT-DAY URGENT” — we monitor for it.
Can I get a dedicated account manager?
Can I get a dedicated account manager?
Dedicated account management is part of an Enterprise package. On Pro, you get the standard support queue, which is the same response queue Enterprise customers use.
Where do I report a bug vs request a feature?
Where do I report a bug vs request a feature?
Both go to support@9pic.ai. Tag the subject line [BUG] or [FEATURE] so we route correctly.
Next Steps
Pro vs Enterprise
The honest comparison before you reach out about Enterprise.
Renewal
The most common reason to email support — get it on the calendar.
Transactions
Recheck a stuck payment before emailing.
Contact Support
The in-product support flow.