Email Support

How to Write an Effective Support Email

The more detail you provide, the faster we can help. Follow these steps to write an effective support email:

1. Use a clear subject line. Format: [TOPIC] � [Brief Description]. Examples: "Technical Issue � Admin panel login fails", "Refund Request � Order #RAZ123456", "Purchase Inquiry � Full Stack Package"
2. Identify yourself. Include your full name, the email used for purchase, and your admin panel username (if applicable).
3. Describe the issue clearly. What exactly is happening� What were you trying to do� What was the expected result and what actually happened�
4. Include error messages or screenshots. Copy the exact error text or attach screenshots. Do not paraphrase error messages as this loses crucial information.
5. Provide relevant IDs. For payment issues: Razorpay Order ID, Payment ID. For admin panel issues: your username and role.
6. List steps to reproduce. If it's a bug, tell us exactly what steps you took that led to the issue.
7. Include your environment info. For source code issues: PHP version, MySQL version, server OS, Android Studio version.

Email Templates by Issue Type

For Technical Support (Source Code / Admin Panel)

For Payment Issues

For Refund Requests

Response Timeline

• Acknowledgment: All emails are acknowledged within 12 hours (business days Mon�Sat, 9 AM�10 PM IST).
• Simple inquiries (pricing, demo access, package details): typically resolved within 24 hours.
• Technical issues (source code setup, admin panel errors): 24�72 hours depending on complexity.
• Payment disputes: acknowledged within 24 hours; resolution within 3�5 business days after investigation.
• Refund decisions: communicated within 5 business days after submission.
• Complex custom development inquiries: initial response within 48 hours; full estimate within 5 business days.

What NOT to Do

• Don't send multiple emails for the same issue � it creates confusion and delays. Wait for the response timeline before following up.
• Don't send vague messages like "it's not working" without details. We cannot help without specific information.
• Don't share your admin panel password in emails. We will never ask for your password.
• Don't send the same query to multiple channels simultaneously without noting that you've done so.
• Don't expect instant responses � we are a small team with careful review processes for every support request.

Common Issues & Self-Help

Before emailing, check if your issue is already answered in our comprehensive Help & Support FAQ. Many common questions about source code setup, admin panel errors, and payment issues are covered there.