Send a request
Signed-in customers can submit technical, billing, refund, withdrawal and privacy requests. Each submission gets a dated receipt that can be downloaded and viewed again in the workspace. Our first-response target is one business day. Support is staffed Monday–Friday, 09:00–18:00 France time (Europe/Paris, CET or CEST). Requests received outside these hours enter the next support window. The target concerns our first human response; resolution time depends on the issue. This is not a 24-hour support service or a contractual uptime guarantee.
If you cannot sign in, email ha9kou@gmail.com. For a job problem, include the job or request identifier, engine and approximate time. For billing, include the invoice identifier. Never send a password, full API key, card details or sensitive query contents.
Common actions
- Manage or cancel a subscription
- Withdraw from a purchase or request a refund
- Revoke an exposed API key
- Request access, correction or deletion of data
- Read the API documentation
Before opening a ticket
- Cannot sign in: verify your email, then use Reset password in the workspace. If you are still locked out, email us from the account address.
- A job is taking longer: keep its job ID and check its existing status. Jobs have a 30-minute deadline. Retry a timed-out submission with the same idempotency key to avoid duplicates.
- A job failed: reserved credits are released automatically. Include the job ID if the balance does not match.
- API returns 429: respect the Retry-After header, reduce polling and wait for an active job to finish. For several jobs, use the batch status endpoint in the API documentation.
- Payment completed but credits are missing: refresh the workspace after Stripe confirms payment. Send the invoice ID if it remains unresolved; do not purchase the plan again.
- Account under review: sign in to contact support, revoke keys or manage your subscription. New job submissions are paused during review.
What happens next
Keep your request receipt. We review technical failures, billing questions and privacy requests separately, and ask only for information needed to resolve the issue. A support request does not itself cancel a subscription or approve a refund; use Manage subscription for cancellation and wait for a written refund decision. For an urgent suspected account compromise, revoke the affected API key and include “Account security” in your request.
Service information
Google SERP, Google AI Mode, ChatGPT and Perplexity are available in early access. Coverage varies by query and engine. Check the workspace for current engine availability before submitting work. Failed and expired jobs do not consume credits. This page is a contact page, not a live uptime-status feed.
Business contact
ProtoScrape
KHERROUBI Abdelkader
11 Rue Auguste Pégurier, apt 402
06200 Nice, France
ha9kou@gmail.com