Support Policy
Last updated: January 2026
1. How to Contact Support
For account, billing, search, or technical questions, email [email protected]. Please include the email address on your account, a brief description of the issue, and any relevant search or payment reference IDs.
2. Response Times
We aim to respond to support requests within 24-48 hours on regular business days. Complex billing, abuse, privacy, or technical investigations may require additional time while we review logs, payment records, or third-party provider status.
3. Technical Issues
If a search fails because of a confirmed FaceSearch system error, we will restore the relevant credits to your account. Searches that complete with no matches are considered completed searches and do not qualify as technical failures.
4. Billing and Subscription Help
We can help with failed payments, duplicate charge checks, subscription cancellation questions, invoice history, and credit delivery issues. Payment refunds are handled according to our Refund Policy.
5. Account, Privacy, and Abuse Requests
For account deletion, data access, privacy, abuse, or legal-rights concerns, contact us from the email address associated with your account when possible. We may request additional information to verify ownership or evaluate the request.