The official support channel. Open Account Settings → Contact Us → Email support to reach support@castaly.ai.
Support Policy
This page explains how to reach Castaly support, what support covers, and when to use Chat instead.
Support helps with Castaly as a platform: your account, billing, credits, access, outages, and product behavior. Project-specific changes and implementation fixes should happen inside the Project through Chat.
How to get help
Section titled “How to get help”The Castaly community is for questions, tips, and sharing what you are building. Community help is not an official support channel.
Use the docs for product behavior, workflow guidance, billing rules, and troubleshooting paths you can resolve yourself.
Support by plan
Section titled “Support by plan”Every plan includes support. Higher plans receive higher-priority handling.
| Plan | Support |
|---|---|
| Free | Basic |
| Pro | Standard |
| Ultra | Priority |
Castaly does not publish guaranteed response-time SLAs in the product docs. See Plans & Usage for plan details.
What support covers
Section titled “What support covers”Sign-in issues, account settings, email access, and policy questions.
Plan questions, credit packs, credit balance questions, payment issues, and billing portal questions.
Platform bugs, outages, unexpected product behavior, and problems that block normal Castaly usage.
Clarifying how Castaly works, which workflow to use, and where to find the right setting or document.
What support does not cover
Section titled “What support does not cover”Support does not build, redesign, debug, or rewrite your specific Project for you. Use Chat inside the Project.
Support cannot guarantee behavior from external APIs, services, payment providers, or tools outside Castaly.
Support does not provide custom engineering, product strategy, legal advice, or compliance review.
Support cannot assist with activity that violates Castaly’s terms, policies, or abuse protections.
Write a request support can act on
Section titled “Write a request support can act on”A clear request helps support respond faster. Include:
- The email on your Castaly account.
- The Project name or URL, if the issue is Project-related.
- What you expected to happen.
- What happened instead.
- When it happened, including timezone if relevant.
- A screenshot, invoice detail, notification, or exact error text.
Use the right path
Section titled “Use the right path”| Situation | Best path |
|---|---|
| You want to change a Project | Ask Castaly in the Project Chat. |
| Build, Preview, or Publish is blocked | Follow the workspace action, then see Troubleshooting. |
| A credit balance or charge looks wrong | Check Plans & Credits and Credit Activity, then contact support if needed. |
| You cannot sign in | Use Forgot password on the login screen. |
| You found a platform bug | Contact support with reproduction steps and screenshots. |
Policies
Section titled “Policies”Castaly’s Terms of Service, Privacy Policy, and Acceptable Use Policy are available in Account Settings → Terms & Policies, and from the footer of the Castaly website.
Next: FAQ for short answers, Troubleshooting when something is stuck, or Glossary for definitions.