Getting support and tickets
Last updated September 15, 2026
What to check first, how tickets are submitted and progress, attachment rules, and where to find notifications and the changelog.
Check these first
Most problems can be diagnosed yourself, usually faster than waiting for a reply:
| Problem | Look here first |
|---|---|
| A call failed | The call log detail, with routing attempts and the raw upstream response |
| How was this charge calculated | The itemized charges in the log detail, and billing overview |
| The request did not go to the provider I wanted | The common questions in routing and failover |
| What can this key call | Request GET /v1/models with the key; the response is exactly what it can call |
| Is this parameter supported | Protocol conversion compatibility and the model's parameter support table |
| What does this error code mean | Errors and retries |
Submitting a ticket
Create one on the console's tickets page, or from the "report" action in a call log detail — the latter attaches that call automatically, with no need to copy a request ID.
Categories
| Category | Use for |
|---|---|
| Technical | API errors, quotas, and account-related technical problems |
| Billing and payments | Top-ups, invoices, refunds, and other funding questions |
| Business and partnerships | Commercial enquiries and partnership discussions |
| Feedback | Product suggestions and feature requests |
| Report abuse | Reporting policy violations |
Who can submit what
| Role | Can submit |
|---|---|
| Personal account owner | Every category |
| Organization owner / co-administrator | Every category |
| Organization finance | Billing and payments only |
| Organization member (within a workspace) | Technical, feedback, report abuse |
Billing tickets can only be raised at the account level, not under a workspace — they concern funds, and funds belong to the account.
Abuse reports can be raised from any entry point.
Attaching records
Specific records can be attached on submission, so support can go straight to the problem without asking for details:
- Call records
- Top-up orders
- Ledger entries
- Invoices
- Workspaces
For billing and refund tickets, attach the relevant top-up order — processing a refund requires confirming its amount and time.
Drafts
Tickets are created as drafts first. A draft does not enter the support queue, so you can write the description and gather attachments before submitting.
Attachments
Accepted types
| Purpose | Formats |
|---|---|
| Screenshots | PNG, JPEG, WebP, GIF |
| Files | PDF, .txt, .csv |
Archives and Office documents are refused — we cannot scan an archive for credentials. Upload the specific file you want us to see.
For logs, include only about 100 lines either side of the error rather than the whole file.
Credential protection
⚠️ Do not upload API keys, tokens, or passwords. Redact them first.
Attachments are scanned for anything resembling a credential. On detection the attachment is refused and deleted, at which point you should redact and re-upload, and rotate the exposed credential — the file may have been accessed before it was refused.
Anyone with an attachment link may be able to open the file, and a link once shared cannot be recalled.
Quotas
Attachments are capped along several dimensions: the number and total size per ticket, the number per message, the volume uploaded in the last 24 hours, and the number of unsubmitted drafts. When a cap is reached the interface says which one, and when you can upload again.
Ticket status
| Status | Meaning |
|---|---|
| Draft | Not yet submitted; not in the support queue |
| Open | Submitted, awaiting support |
| Awaiting support | You have replied; waiting on us |
| Awaiting your reply | Support has replied; waiting on you |
| Resolved | The problem has been handled |
| Closed | The ticket has ended |
You can mark a ticket resolved or close it at any time; closed tickets can be reopened.
Notifications
The notification center at the top of the console lists three categories:
| Type | Contents |
|---|---|
| Models | New models and model status changes |
| Changelog | Platform updates |
| Notifications | Messages concerning your account |
Important account and billing events — balance alerts, auto top-up failures, credit landing, refund progress — are also sent to your account email.
Changelog
The changelog records platform changes and offers an RSS feed.
Other channels
| Channel | Use for |
|---|---|
| Email support@amux.ai | Equivalent to a ticket; usually answered within 24 hours |
| Discord | Talking with other developers |
| X | Product updates and announcements |
Links are on the help page.
The response-time figures shown on the tickets page are for internal monitoring only and do not constitute a service level commitment. The platform does not currently offer a formal SLA; see the terms of service.