Support
Every ticket starts in your dashboard
Support runs on tickets, not on a mailbox. Sign in, verify your email, and open one — that is the only way to reach us, and it is what makes the reply targets below real rather than aspirational.
How to reach us
Three steps, and the first two are one-time.
Sign in to the dashboard
Your TikHub account is what identifies you. Support is tied to it, so there is nothing to reach us with until you have one.
Verify your email address
Tickets cannot be opened until your address is confirmed. It is also the address every reply is sent to, so it has to be one you actually read.
Open a ticket
Describe the problem in the support section of the dashboard. You will get an acknowledgement by email immediately, and an answer within the target for your group.
Discord — for talking, not for tickets
A community of people building on the API. Good for asking how others solved something, comparing notes on an endpoint, and hearing what changed before it reaches the changelog.
It is not a support channel. Nobody is on rota there and no reply target applies, so a service problem posted in Discord may go unanswered. Anything you need an answer to — an outage, billing, a broken integration — belongs in a ticket, where it is tracked and measured.
Join the DiscordX — for releases, not for tickets
Where we post new platform coverage, endpoint changes and incident notes as they happen. Worth following if you want to hear about a change before you hit it.
It is not a support channel. Replies and DMs there are not on a rota and carry no reply target, so a service problem sent to X may go unanswered.
Follow @TikHubioHow support works
What to expect once you open a ticket.
First reply
Targets are counted only while support is staffed. A ticket opened at 05:00 starts its clock when the team comes online at 12:00 US Pacific.
Order of work
Tickets are answered by support tier first, and within a tier oldest first. Nobody is skipped — a higher tier is served sooner, not instead of you.
Replying
Reply in the dashboard, or just reply to the notification email. Both land on the same ticket, and an agent sees them the same way.
Attachments and limits
Up to 4 MB in total across all files on a dashboard message, and up to 100 open tickets at a time. Files sent by email can be larger.
Language
Support is provided in English only. Tickets and live chat written in other languages will be answered in English, and may take longer while we translate them — writing in English gets you a faster, more accurate answer.
What each user group gets
| User group | Support tickets | Live chat |
|---|---|---|
| Advanced Enterprise | within 20 minutes | Included |
| Enterprise | within 30 minutes | Included |
| Paid | within 8 business hours | Not included |
| Free | within 24 business hours | Not included |
Support is staffed 12:00–03:00 US Pacific (California local time), seven days a week. Time outside those hours does not count towards the target. Your group is set by your lifetime spend and is frozen onto each ticket when you open it. Live chat is staffed during the hours above only — outside them, open a ticket.