Technical Support

24/7 worldwide support across multiple channels — first response to standard issues within 30 minutes.

Service status: All systems operational

01Pick the right channel

Different problems are handled fastest through different channels. Use this list as a quick guide:

  • Account / billing: email ticket with screenshots and order number.
  • Conversation issues / model outages: Discord or Telegram for realtime help.
  • Creator review / business deals: business email.
  • Press & brand partnerships: Weibo / X official DM.

02Official contact channels

Email tickets

[email protected]
Avg. response: 30 min

Send email

Discord community

Realtime · global players & engineers
Avg. response: 5 min

Join Discord

Telegram help group

Bilingual EN / ZH support
Avg. response: 10 min

Open chat

Business inquiries

[email protected]
Mon–Fri 9:00–18:00 (UTC+8)

Contact sales

Weibo

@柚姬AI官方
News, events, announcements

Follow Weibo

X / Twitter

@YuzukiAI
Global player updates

Follow on X

03What to include in your ticket

  1. Date, time and timezone of the issue.
  2. Device, OS and app / browser version.
  3. Screenshot or short screen recording.
  4. Character card ID or chat URL (if applicable).
  5. Order number and payment method (for billing tickets).

Never share your password or full payment details in public channels. Official staff will never ask you for your password.

04Service Level Commitments (SLA)

  • P0 critical outage (cannot log in, billing failure): triaged within 1 hour.
  • P1 high impact (chat broken, memory issues): plan delivered within 4 hours.
  • P2 standard (feature questions, how-to): reply within 24 hours.
  • P3 long-term (suggestions, feature votes): aggregated weekly and shared in the changelog.

Got a product idea or bug report? Use the structured form on the Feedback page so it lands directly in our roadmap backlog.