Support

Product, account, and billing support: email support@brainloot.app from your account email so we can verify ownership. Please include:

• your account email address;
• the workspace and guild names involved;
• a short description of what happened, what you expected, and the steps to reproduce;
• screenshots or a screen recording where it helps;
• the time (with timezone) you noticed the issue.

We aim to acknowledge new tickets within one UK business day. Targets are best effort and not a contractual SLA unless your subscription explicitly includes one.

• Free / Plus: first response within 2 UK business days.
• Pro / Team: first response within 1 UK business day. Priority routing for sign-in, workspace data loss, and billing issues.
• Service-affecting incidents: we triage and update the in-product status surface as soon as we are aware.

You can manage subscriptions, payment methods, and seats directly from the Stripe customer portal accessible from the in-app billing surface. If checkout, cancellation, downgrade, or seat changes fail, contact support@brainloot.app and we will reconcile the subscription state. Refund and cancellation policy: /refunds.

Privacy and data subject rights: privacy@brainloot.app — full details in the Privacy Notice.

Suspected security issues: security@brainloot.app — please follow the responsible disclosure policy. Do not include passwords, API keys, or full payment-card numbers in email.

We can’t recover content that has been hard-deleted by an account owner; we can’t change ownership of a guild without verification from the existing owner; and we don’t share another user’s private workspace content with you, even on your own request, unless you can show authority to act for that user. These guard-rails exist to protect your fellow BrainLoot users.