Support
We're a small team and we respond to every message. Typical response time is under 4 hours on weekdays (Alaska time), within 24 hours on weekends.
Contact Us
Best for account issues, billing questions, and API help. Include your registered email and a description of the issue.
View frequently asked questions
Covers API keys, rate limits, plans, alerts, webhooks, and data sources.
View full API reference & user guide
Endpoint reference, authentication, rate limits, webhooks, and integration examples.
When Contacting Support
To help us resolve your issue quickly, please include:
- Your registered email address
- Your current subscription tier (Free, Pro, or API)
- A clear description of the issue and steps to reproduce it
- For API issues: the endpoint, request headers (redact your API key), and the response you received
- For billing issues: the approximate date and amount of the charge in question
Common Issues
Use the "Forgot password?" link on the sign-in page. A reset link valid for 1 hour will be sent to your registered email.
Verify you're sending the key as the X-Api-Key header (not query param or Bearer token). Check your key in Profile. If the key was recently rotated, update your application with the new value.
You've exceeded your tier's req/min limit. Add delays, cache responses, or upgrade your plan. See the FAQ for optimization tips.
Email support@chainoptics.io with your email address and the Stripe payment confirmation. We'll investigate and correct the discrepancy within 4 hours on weekdays.
Data is cached for ~30 seconds. If data looks stale beyond that, the source exchange may have a temporary outage. Check the changelog for any known issues, or email support with the asset and approximate time.
Go to Manage Subscription, click "Manage Billing," and cancel from the Stripe portal. Access continues until the end of your current period. No penalties.
Response Time Commitment
- Account & access issues: within 4 hours (weekdays)
- Billing disputes: within 4 hours (weekdays)
- API questions: within 1 business day
- Bug reports: acknowledged within 1 business day, fix timeline depends on severity
- Weekend / holiday: within 24 hours
All times are approximate. Priority is given to account access and billing issues.