Product help
Questions, faults, feature requests, or anything that isn't behaving the way you'd expect.
support@redaistudios.comGeneral enquiries
Partnerships, new work, or anything not covered above — including a conversation about something we haven't built yet.
contact@redaistudios.comYour information
Data access, correction or deletion requests, and any privacy question or complaint.
privacy@redaistudios.comResponse times
These are the targets we hold ourselves to during Australian business hours (AWST, UTC+8), Monday to Friday.
| Type of request | First response | What happens |
|---|---|---|
| Service down or unusable | Within 4 business hours | We start work immediately and keep you updated until it's resolved. |
| Something is broken | Within 1 business day | We reproduce it, tell you what we've found, and give you a realistic timeframe. |
| Question or how-to | Within 1–2 business days | A real answer, and if the question was hard to answer we improve the product or the docs. |
| Feature request | Within 3 business days | An honest yes, no, or not yet — we'd rather tell you than leave it hanging. |
| Privacy or data request | Within 30 days | Handled per our Privacy Policy, usually much sooner. |
Reporting a problem
The more of this you can include, the faster it gets fixed — but send it anyway even if you can only answer some of it.
- Which product, and on what — web browser, iPhone, Android, and roughly which version.
- What you were trying to do, in plain terms.
- What happened instead, including the exact wording of any error message.
- When it happened — date and rough time, which lets us find it in the logs.
- Whether it happens every time or just occasionally.
- A screenshot, if there was anything to see.
Please don't send passwords, API keys or payment details. We will never ask you for a password, and we don't need one to investigate.
Account deletion
You can ask us to delete your account and the personal information attached to it at any time. Email support@redaistudios.com from the address on the account, with "Account deletion" in the subject line.
We'll confirm we've received it, action it within 30 days, and confirm again when it's done. Some records must be retained where the law requires it — this is set out in the Privacy Policy. If you use one of our products through your employer, the request may need to come from your organisation's administrator; we'll tell you if that applies and help you sort it.
Reporting a security issue
If you believe you've found a security vulnerability in one of our products, please email security@redaistudios.com rather than posting publicly. Tell us what you found and how to reproduce it.
We'll acknowledge within 2 business days, keep you informed while we investigate, and we won't pursue action against anyone who reports a genuine issue in good faith and gives us reasonable time to fix it.
Service status
If something looks broadly wrong rather than specific to you, email support@redaistudios.com and we'll tell you straight away whether it's a known issue. Where an incident affects a service you use, we notify affected customers directly by email.