# Chat, tickets and contact

> Reach our support team three ways: the chat bubble when signed in, a ticket at Support (up to 5 an hour), or the contact form and email. Get help now.

URL: https://reviral.ai/docs/support
Updated: 2026-10-05
Open Support: https://reviral.ai/app/support

You can reach our support team three ways: the chat bubble on the site (only when you are signed in), a ticket on the **Support** page in your account, or the public [Contact](https://reviral.ai/contact) page with its form and email address. Use a ticket when you want a written thread you can come back to.

## Steps

### Open a ticket (signed in)

1. **Go to Support.** In the left menu press **Support** (`/app/support`). The page is headed "Support".
2. **Start a ticket.** Press **+ New ticket**. A box titled "New ticket" opens.
3. **Fill it in.** Write a **Subject** (3 to 200 characters) and a **Message** (at least 10 characters). For a video, paste the project link and the exact message the page shows.
4. **Send.** Press **Send**. The ticket appears in your list; open it to read replies and answer in the reply box.

### Use the chat bubble (signed in)

1. Sign in. The chat bubble appears in the corner of the page. It is not shown to signed-out visitors.
2. Type your question. You are signed into the chat with your account, so our support team can see who you are.

### Contact us without signing in

1. Open [Contact](https://reviral.ai/contact). Press **Email support** to write to **support@reviral.ai**, or fill in the form "Send us a message": **Your email**, **Subject** ("What can we help with?") and **Message** ("Include your account email and a project link if it's about a render.").
2. Press **Send message**.

## At a glance

| Way | Who can use it | Limits |
|---|---|---|
| Chat bubble | Signed-in accounts only | — |
| Support tickets, `/app/support` | Signed-in accounts | 5 new tickets and 30 messages per hour; subject 3–200 characters; message 10–5,000 characters |
| Contact form, `/contact` | Anyone | — |
| Email | Anyone: support@reviral.ai | — |
| Reply time | As soon as possible | — |
| Cost | Free | — |

## Troubleshooting

| Message | What to do |
|---|---|
| "Subject must be 3–200 characters." | Shorten or lengthen the subject. |
| "Message must be at least 10 characters." | Add more detail. |
| "Too many support requests. Please wait and try again later." | You sent more than the hourly limit; wait, or add to your open ticket. |
| "Couldn't send. Try again or email us." | Press **Send** again, or email support@reviral.ai. |
| "Support is being set up — please email us for now." | Tickets are not available right now; email support@reviral.ai. |
| "Couldn't load support" + **Retry** | Press **Retry**, or reload the page. |

Before you write in, check [Every error message and what to do](https://reviral.ai/docs/render-errors): most failed videos explain the fix on the page, and their credits come back automatically. Billing questions: see [How credits work](https://reviral.ai/docs/credits), the [refund policy](https://reviral.ai/refund) and [plans and prices](https://reviral.ai/pricing).

## Related

- [Every error message and what to do](https://reviral.ai/docs/render-errors)
- [Credits when a render fails](https://reviral.ai/docs/credits/refunds)
- [Find, download and share your videos](https://reviral.ai/docs/my-files)
- [Create an API key (then see the API docs)](https://reviral.ai/docs/api-keys)

## FAQ

### Why don't I see the chat bubble?

The chat bubble only shows after you sign in. If you are signed in and still don't see it, open a ticket at Support or use the contact form.

### How fast does support reply?

Our support team replies as soon as possible. Ticket replies appear in the same ticket on the Support page.

### Can I contact support without an account?

Yes. Use the form on the Contact page or email support@reviral.ai.

### What should I include about a failed video?

Your account email and the project link from the address bar of the video's page. Add the exact message the page shows.