How can you reach us? Response times

Contact channels

• Email: support@hisugar.ai — the fastest way to reach us for any topic
• Help Center: you're here. Many questions are answered in these articles.
• Support request form — opens a ticket directly with our team
• In-product reporting tools for content issues

Tips for a fast resolution

Use a clear subject line so your request reaches the right team immediately:

• "Refund request" — refunds (include receipt + account email)
• "Cancel my subscription" — cancellations
• "Unexpected charge" / "Duplicate charge" — billing
• "Premium not active" — access issues
• "Gems not credited" — missing gems
• "Change my email" — account changes
• "Delete my account" — account deletion

Always include the email address on your account — it's how we find you.

Response times

We typically reply within 1–3 business days. Billing and refund inquiries can take up to 5 business days to investigate fully. We answer every message.