Support
Last updated: 7 September 2026
Contact
Email support@onchaindiligence.com for product, Plugin, data-handling or billing questions. Security reports can be sent to security@onchaindiligence.com.
Response expectations
Support is founder-led. We aim to respond within one UK business day during Monday–Friday UK business hours. This is a best-effort target, not an SLA; we do not provide guaranteed 24/7 coverage or resolution times. Payment-critical ambiguity receives priority.
What to include
Describe the tool, approximate time, error and expected behaviour. Include a public receipt ID if useful. Never include private keys, API keys, recovery credentials, finalization capabilities, webhook signing secrets or payment authorization payloads.
If a payment is ambiguous
The free Plugin cannot send, retry or reconcile a payment for you. In the wider product, resume or reconcile the same existing operation using your own authenticated workflow. Do not open a replacement purchase or automatically retry a payment whose outcome is unknown.