One inbox.
No queue number.
Email, a form that tells you what to include, and a status page. No chatbot, no ticket portal, no account manager, and no button anywhere on this site that promises money back.
Three ways in. All of them one-way traffic.
We can only fix things we can verify from counters and the chain — nothing else reaches us.
Everything goes here. Billing problems, key problems, access problems, quiet disagreements about the terms. Write in plain text; a one-line subject and a numbered body get answered fastest.
ops@rawinfer.comThe form below drafts the exact message that resolves a payment issue in one round trip. It does not transmit anything — you copy it into an email. Jump to the form.
Draft onlyUptime for this deployment, current incident notes, and the fixed facts about what is being served. Check it before reporting an outage; it is usually already there.
status.html →No other channels exist. No phone, no Telegram, no Discord, no chat widget, no ticketing system with a reference number. If a message claims to be from this service through some other route, it is not, and it will not be answered.
What to expect, in hours
One person answers. Windows are honest, not aspirational.
| Topic | Typical | Worst case | What fixes it |
|---|---|---|---|
| Payment confirmed, credit missing | same day | 48 h | Transaction hash plus key prefix — verified against the chain, ledger corrected |
| Double-credited top-up | same day | 48 h | Two hashes, same key — balance corrected in the direction the chain says |
| Key lost, leaked, or rotated | < 24 h | 48 h | Regenerate in the dashboard — you do not need us |
| API errors, 429s, latency | < 24 h | 72 h | Request id, timestamp, status code, and your retry policy |
| Output quality complaints | 2–3 days | — | Generic advice only: we hold no prompts, so we cannot see the case |
| Refund requests | not answered | — | There is no refund. See Terms §6 |
| Wrong-network deposit | 2–3 days | — | We will tell you what the chain shows. There is no guarantee of recovery. |
Windows are for messages that contain the information listed. A message that says only "my payment didn't work" costs a round trip before the clock starts.
Fill this in, then copy it into an email
Five fields. With all five, a payment question is usually resolved in one reply. Without them, it cannot be resolved at all.
Subject: Top-up not credited tx hash: [paste the transaction hash] coin: [USDT TRC-20 / USDC ERC-20 / BTC / ETH / XMR] amount: [exact amount sent] key: [first 12 characters of the key] time: [UTC timestamp of the transfer] what happened: [paste the message field here] confirmed on chain: [yes / no / unknown]
No time limit. A ledger correction can be requested a year later and it will be checked the same way. That is not a refund policy — it is a bookkeeping rule. A wrong balance is a bug, and bugs get fixed.
What helps, and what never to attach
Support reads mail, not prompts. Anything you paste into an email lives in an inbox, which is the one place this service does store words — so keep it to identifiers, timestamps, and status codes.
- Transaction hash and coin
- Key prefix, 12 characters
- UTC timestamp of the event
- HTTP status code and response body of an error
- The request id if your client logged one
- A full API key, ever
- Your prompt or the completion
- Screenshots of a chat window
- Uploaded files, images, or video
- Seed phrases or wallet private keys
Four things you can fix without writing to anyone
Most mail that arrives here is answered by a page that already exists.
Rotate a leaked key
Regenerate in the dashboard. The old credential dies on the spot — no approval step, no waiting for a human.
02 / UsageRead your counters
GET /v1/usage returns the same numbers the
dashboard shows: requests, tokens in, tokens out.
Check before reporting
Incidents are posted as they happen. An outage that is already on the status page does not need a second message.
04 / MoneyConfirm the money rule
No refunds, no payouts, no goodwill credit. Read section six before sending a request that cannot be granted.
How a support thread runs, start to finish
There is no ticketing system, so nothing is triaged by a queue. A message is read, a counter is checked, a transaction is checked, and a reply is written. That is the whole process, and it is why the windows on this page are short.
If a reply asks a question you have already answered, it means the answer was not in the message. Paste it again rather than pointing at the earlier mail.
You write five lines
What you did, when, what you expected, what happened, and the identifiers. No screenshots, no prompt text.
Counters get read
Requests, tokens, timestamps for the key prefix. This is the only server-side evidence that exists.
The chain gets read
Transaction hash, confirmations, receiving address, coin. If the balance and the chain disagree, the balance is wrong.
A plain reply, or a correction
Either the balance is fixed, or you are told exactly why it will not be. There is no third outcome involving money leaving this service.
Six questions, six straight answers
I paid and the credit never appeared.
Send the transaction hash, the coin, the amount, and the first twelve characters of your key to ops@rawinfer.com. If the transfer is confirmed on-chain and the balance did not move, the ledger is wrong and it gets corrected — usually the same day, with no time limit on asking.
If the transfer is still unconfirmed, there is nothing to correct yet. Wait for a confirmation; a pending transaction is not a payment.
I sent the wrong coin, or the wrong network.
Then the value is most likely gone. A transfer to an address on a network we do not operate on cannot be swept, and a payment in a coin we do not accept cannot be credited. That loss is not refundable, because there is nothing to refund from: the value left your wallet and is sitting somewhere nobody here can spend.
Ask anyway. Occasionally an address exists on more than one EVM chain and a recovery is technically possible; if it is, you will be told what can be done. There is no promise of recovery and no compensation if recovery fails.
Before every transfer: check the network label on the checkout page, not the one in your wallet's history.
My key leaked. What now?
Regenerate it in the dashboard. The old key stops working immediately — no email, no approval, no waiting for us. That is the whole procedure.
Requests made with the leaked key before you rotated it are still billed. The counter follows the key, not the hand that held it. There is no refund for the spend, which is why the key belongs in an environment variable and nowhere else.
Why am I getting 429s, and can I buy more concurrency?
Concurrency is capped at 5 on the Unlimited plan and lower on pay-as-you-go. The cap
is not a sales gate — it is two GPUs serving everyone, and an uncapped client can starve
the queue. Back off with the retry-after header, stagger
retries, and batch what can be batched.
There is no higher tier to buy, and a second key bought to dodge the cap is key sharing by another name. The published ceiling is the ceiling.
How do I cancel Unlimited?
Do nothing. Unlimited does not auto-renew: billing is a crypto transfer, so there is nothing to debit and no cancellation flow to find. The 30-day period runs out, the key falls back to whatever prepaid credit it holds, and that is the end of it.
There is no prorated return for the unused days. If you want the key dead sooner, delete it in the dashboard — but the period is not refunded either way.
Can I get a refund?
No. Not for unused credit, not for unused days, not for a suspension, not for downtime, not for a wrong-network deposit, not for a duplicate top-up, not for a change of mind. Crypto is irreversible, we hold no mechanism to send value back, and the terms say so in the sixth section before you get to the interesting parts.
The single exception-shaped thing is a ledger correction, and it is not an exception: if a confirmed payment never credited, or one top-up credited twice, the balance is corrected so it matches the chain. That is a fix. A fix is not money.
Write it down in five lines.
What you did, when, what you expected, what happened, and the identifiers involved. That message gets a reply. A screenshot of a chat window does not.