Platform: Support and status

Get the right answer quickly by starting in the right place and sending details support can act on. Contact GraphOps support from the platform when a question involves a specific organization, plan, API key, usage window, invoice, or limit.

Start with the service's troubleshooting page for an exact error. For anything tied to your organization, open Get support in the platform; the GraphOps team picks up the same conversation, so keep follow-ups there.

Where to start

Need	Best place to start
Billing, invoices, payment methods, taxes, or checkout state	Billing and credits explains purchases, payment details, and recovery actions.
Sign-in, verification email, or account security	Secure your account covers sign-in methods, verification, and sessions.
Limit increase, credit exhaustion, or usage discrepancy	Contact GraphOps support with the organization and UTC time range.
API key exposure or access incident	Rotate or revoke the key first, then contact support with the key label and approximate exposure time.
Service errors or freshness questions	Start with the service's troubleshooting page, then contact support if the issue persists.
General service status	Ask GraphOps support in the platform chat for current incident information.

Contact support

If chat is still initializing, keep the platform page open and try Get support again once it is ready. Repeated reloads or organization switches can temporarily limit new chat initialization; wait before trying again.
If you edit a question while waiting for an answer, keep the revised question in the same conversation so support can review it when an automatic answer is withheld.
When a previous conversation is resolved, you can start another in the same signed-in session. Organization access is checked again for the new conversation.
You can sign out even if the chat widget stops working. Sign-out revokes its access before ending your session.

Help outside the Platform

Website chat and other GraphOps public support channels can help with documentation, services, general pricing and supported networks. They cannot inspect your organization's account, credits, usage or API keys, even if you use the same email address. For account-specific help, sign in to the Platform and open support for the relevant organization. You can ask for a person in the channel where you started.

What to include

Give support enough context to identify the organization and time window without exposing secrets. A request like this one can usually be investigated without a follow-up question:

Organization: acme-productionName or IDProduct: RPCThe affected serviceAPI key label: production-indexerThe label, not the keyTime: 2026-10-21 14:00-14:20 UTCUTC rangeLocal time zone: Europe/LondonEndpoint: /v1/evm/1Or Endpoint Alias, Deployment CID, packageRequest ID: <REQUEST_ID>When availableError: 429 Too Many RequestsStatus and safe error bodyExpected: steady 20 requests per secondWhat you expected instead

An illustrative support request. Replace each value with your own, and leave out plaintext API keys, passwords, verification codes and payment details.

For billing questions, add the Stripe receipt or invoice reference. Attach a screenshot when it helps, with secrets redacted.

Never send plaintext API keys, passwords, verification codes, session credentials, URLs that contain a key, or payment card details. If a key was exposed, rotate it before opening the support request.

What support can see

When authenticated assistance is enabled, the assistant can inspect the selected organization's API-readable products, Endpoint Aliases, Managed Subgraphs, key metadata, billing, credits, and usage. Your current organization role determines access: member and invitation lists require an Owner, and key metadata and billing reads follow the same permissions as your API access. Read tools do not return plaintext keys or payment-session links.

Changing organizations, signing out, losing permission, or resolving the conversation withdraws access to earlier account data. A new active conversation checks your organization access again. The assistant can explain available actions; resource and billing changes still go through your normal platform workflow.

When automated assistance is enabled, the assistant may also pass a generalized suggestion to the GraphOps team about confusing documentation or a difficult product flow. The team reviews these suggestions before making changes; they do not replace help with your current issue. Continue to keep credentials and payment secrets out of support messages.

Suggest an improvement or tell us what could work better without leaving your current task.

On a documentation page, choose Provide feedback at the bottom of the article.
In the platform sidebar, open Help → Provide feedback.

Write your feedback, optionally choose a type, and select Send feedback. For a problem, describe what happened and what you expected. For an improvement, explain what you want to achieve and why it matters. A success message confirms that your feedback was saved; an individual reply or implementation is not guaranteed. Use Get support for urgent issues or account help.

Both forms include the complete page URL, application version when available, and browser details. The platform also includes your account and organization context; expand Included context to check it. Keep API keys, passwords, and personal details out of feedback. Feedback also records your original IP address when available. Feedback records, including that address, are retained indefinitely for product investigation and abuse prevention.

Closing or reloading preserves your draft for that page (and organization in the platform) during the browser session when browser storage is available. If sending fails, use Retry feedback to submit the same response.