Customer Support
If something went wrong with a scan, payment or report, contact us and include enough information for us to locate the issue without sending sensitive payment details.
The paid-report and hosted-link instructions below refer to the A$29 Snapshot (Full AI Visibility Report). For Pro AI Visibility Audit or Fix My AI Visibility, scope and delivery are agreed separately; include that agreed scope if you are asking about accepted work.
What to include
For the fastest investigation, include the business name used in the scan and a short description of what happened. If you purchased a report, also include the approximate purchase time and the report link or report reference if you still have it.
Please do not send card numbers, card security codes, passwords, API keys or other account credentials by email.
Snapshot report did not finish
You should not need to pay a second time because a provider timed out or a report was interrupted. Send us the report link or purchase details and we will check the existing report state first.
Payment or refund problem
If you believe you were charged twice, charged the wrong amount, or paid for a report that could not be delivered, contact support. See our Refund Policy for more detail.
Report access
Hosted Snapshot reports use a secret link and are generally available for up to 12 months after completion. If a valid report link stops working during that period, contact support. We recommend saving the PDF as your permanent copy.
Pro Audit and implementation enquiries
Use the same support address to discuss a Pro AI Visibility Audit or Fix My AI Visibility. A request does not start an audit, charge you or begin implementation. See products and availability for the current scope and request process.
Result questions
AI visibility results are point-in-time observations. A different answer later does not necessarily mean the earlier report was incorrect. If you believe the report failed to perform the checks described in the methodology, send us the report reference and tell us which section appears wrong.
Privacy requests
For privacy questions, correction requests or appropriate deletion requests, email the same support address and include “Privacy” in the subject line. See our Privacy Policy for more information.