Contact Us
Get in touch with the Tokenlio team.
Support Email
For technical support, billing questions, or general inquiries:
Response Time: We aim to respond within 24 hours on business days (Monday-Friday, 9 AM - 5 PM UTC).
What to Include in Support Requests
Help us help you faster by including:
For Technical Issues
- Your account email address
- Request ID (from error response)
- Error message or status code
- Steps to reproduce the issue
- Expected vs actual behavior
- Code snippet (if relevant)
Example:
Subject: 429 Rate Limit Error on GPT-4 Turbo
Account: user@example.com
Issue: Getting 429 errors on gpt-4-turbo requests
Request ID: chatcmpl-abc123xyz
Error: "Rate limit exceeded"
Steps:
1. Making 100 requests in 1 minute
2. Using key: sk-abc...xyz (prefix)
Expected: Requests to succeed
Actual: 429 error after ~60 requests
Code:
[paste minimal code snippet]For Billing Questions
- Your account email
- Transaction ID or date
- Amount in question
- Specific question or issue
For Feature Requests
- Clear description of the feature
- Your use case
- Why existing features don't meet your needs
- How it would benefit you and others
Sales & Enterprise
For volume pricing, enterprise plans, or partnership opportunities:
Topics:
- Custom pricing for high-volume usage
- Enterprise support plans
- Service level agreements (SLA)
- Custom contracts and invoicing
- Partnership opportunities
- Reseller programs
Privacy & Compliance
For data protection and compliance questions:
Topics:
- GDPR compliance
- Data processing agreements
- Privacy policy questions
- Data retention and deletion
- Compliance certifications
Security Issues
To report security vulnerabilities:
Please include:
- Detailed description of the vulnerability
- Steps to reproduce
- Potential impact
- Your contact information
Responsible Disclosure
We appreciate responsible disclosure of security issues. Please do not publicly disclose vulnerabilities until we've had a chance to address them.
Feedback & Suggestions
We'd love to hear your feedback:
Tell us about:
- Your experience with Tokenlio
- Features you'd like to see
- Documentation improvements
- Anything else!
Before You Contact Us
Check These Resources First
Many questions are already answered in our documentation:
- FAQ - Common questions and answers
- Quick Start Guide - Getting started walkthrough
- API Documentation - Technical reference
- Models & Pricing - Available models and costs
- Billing Guide - Billing and payment information
Console Resources
In the Tokenlio console:
- Usage Dashboard - View your API usage
- Request Logs - See individual request details
- Billing History - Check payments and balance
- API Keys - Manage your authentication
Office Hours
While we don't offer real-time chat support, our support team monitors emails during:
Monday - Friday
9:00 AM - 5:00 PM UTC
Emails sent outside these hours will be answered on the next business day.
Status & Downtime
Check Service Status
If you're experiencing issues, check:
- Try the Models API to verify connectivity
- Check your API key is active in the console
- Verify your balance is sufficient
Report Downtime
If you believe there's a service outage:
Email support@tokenlio.ai with:
- Time you noticed the issue
- Affected models or endpoints
- Error messages received
- Your location (for network-related issues)
Community
GitHub
For open-source integration examples and tools:
Note: Please use email for support requests rather than GitHub issues.
Social Media
Stay updated on new features and announcements:
- Twitter/X: Coming soon
- LinkedIn: Coming soon
- Blog: Coming soon
Business Address
For formal correspondence:
Tokenlio
[Address details to be provided]Language Support
Currently, support is available in English only. We aim to add more languages in the future.
Response Time Expectations
| Type | Response Time |
|---|---|
| Technical Support | 24 hours (business days) |
| Billing Issues | 24 hours (business days) |
| Security Reports | 12 hours |
| Sales Inquiries | 48 hours (business days) |
| General Questions | 24-48 hours (business days) |
INFO
These are target response times. Urgent issues are prioritized. Enterprise customers may have different SLAs.
What We Need From You
To expedite your support request:
✅ Do:
- Provide specific details
- Include error messages and request IDs
- Describe what you've already tried
- Be clear about what you're trying to achieve
- Be patient and respectful
❌ Don't:
- Share your full API key in emails (prefix is fine:
sk-abc...xyz) - Send multiple emails for the same issue
- Use support email for spam or abuse
- Expect instant responses
Escalation
If you're not satisfied with the support response:
- Reply to the support ticket with additional details
- Clearly state why the solution doesn't work
- Request escalation to a senior engineer
- For enterprise customers: Contact your account manager
Emergency Support
For critical production issues (paid plans):
Include [URGENT] in your email subject line:
- Production service completely down
- Security incident
- Data loss or corruption
- Payment processing issues
We'll prioritize these requests during business hours.
WARNING
Misuse of urgent flags for non-critical issues may delay our response to actual emergencies.
Thank You
We appreciate your interest in Tokenlio and look forward to helping you build amazing AI-powered applications!