> ## 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 escalate to support, sales, or Enterprise
## 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](mailto:support@9pic.ai) |
| **Stuck payment** (debited from bank, not reflected in dashboard) | Email [support@9pic.ai](mailto: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](mailto:support@9pic.ai) |
| **Custom domain not active after 48 hours** | Email [support@9pic.ai](mailto: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](mailto:support@9pic.ai) with the date range |
| **Account compromised or suspicious activity** | Email [support@9pic.ai](mailto:support@9pic.ai) immediately |
| **Anything else inside the dashboard** | Use the in-product **Support** link (`/contact-support`) |
## Channels in Detail
### Email [support@9pic.ai](mailto: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.
**What to include:**
* 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](https://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.
The same outcome is reachable by emailing [support@9pic.ai](mailto:support@9pic.ai) with subject "Enterprise" — it just routes you slightly differently.
## 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](/pro-guide/credits) |
| Recheck a Pending payment | [Transactions](/pro-guide/transactions) |
| Change branding, logo, theme | [Branding & Theme](/pro-guide/branding) |
| Connect a custom domain | [Custom Domain](/pro-guide/domain) |
| Invite or remove team members | [Team Setup](/pro-guide/team) |
| Configure GTM | [Advanced Settings](/pro-guide/advanced-settings) |
| Run an event | [Run an Event on Pro](/pro-guide/run-an-event) |
## Common Questions
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.).
Reply to the same thread with "ESCALATE" in the subject line and a one-line summary. We re-route internally.
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.
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.
Both go to [support@9pic.ai](mailto:support@9pic.ai). Tag the subject line **\[BUG]** or **\[FEATURE]** so we route correctly.
## Next Steps
The honest comparison before you reach out about Enterprise.
The most common reason to email support — get it on the calendar.
Recheck a stuck payment before emailing.
The in-product support flow.