Support
One inbox, monitored by a human. There is no ticket portal and no phone queue.
Response time
Within one business day [[RESPONSE-TIME COMMITMENT — TO BE CONFIRMED]]
Business days are Monday to Friday, excluding public holidays in [[OPERATING COUNTRY — TO BE CONFIRMED]].
Hours
[[SUPPORT HOURS & TIME ZONE — TO BE CONFIRMED]]
Email arriving outside these hours is answered on the next business day.
The address support@limepipe.io is already published on the LimePipe home page, so it is used here for consistency. Before launch, confirm that (a) the mailbox exists and is actually monitored, (b) it can receive attachments, and (c) SPF, DKIM and DMARC are configured so replies do not land in spam. [[CONFIRM MAILBOX IS LIVE AND MONITORED]]
Payment providers test the support address during merchant review. A bounced test email is a common reason for rejection.
What to put in your email
You will get a faster, more useful answer if the first email includes:
- the email address on your account;
- what you were trying to do, and what happened instead;
- the file, or the prompt you used, if a generated document is wrong;
- for billing questions, the date and amount of the charge or the invoice number.
If a number in a generated document is wrong, send us the file. Wrong numbers are the thing we most want to hear about, and a real file is worth more than a description of one.
Which subject line to use
Same inbox, but the subject line routes it faster.
| If it is about | Subject line | Also see |
|---|---|---|
| A bug, a wrong number, or a how-do-I question | Support | — |
| An invoice, a charge you do not recognise, or a plan change | Billing | Terms §6 |
| A refund or cancellation | Refund request | Refunds policy |
| Access to, correction or deletion of your personal data | Privacy request | Privacy §7 |
| A data processing agreement or security questionnaire | DPA request | Privacy §5 |
| A security vulnerability | Security disclosure | Terms §4 |
| A legal notice or formal correspondence | Legal notice | — |
| Press, partnerships or anything else | Hello | — |
Report vulnerabilities privately to support@limepipe.io rather than publicly. We will acknowledge quickly, keep you updated, and will not pursue action against good-faith research that does not access or alter other customers' data.
Before you email
Two of the most common questions already have answers written down:
- How do I cancel? — Settings → Billing, or one email. No retention call.
- What happens to my files if I stop paying? — you keep an export window, and you own the documents either way.
The other two legal pages are the Terms of Service and the Privacy Policy.