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Support

Support for orders, balance, usage, and authorization

For sign-in, recharge, crediting, usage, or Desktop authorization issues, contact support with the related record. Routine mail is usually answered within 24 hours.

Email hello@claudeu.comCheck status first
ClaudeUpublic trust
Routine replyWithin 24 hours
Best evidenceOrder ID / request ID
Sensitive dataDo not email codes or full card numbers

Support scope

Sign-in, recharge, auth, usage

Covers common account and payment issues.

Best context

Order / usage / page state

Specific details make support faster.

Payment advice

Do not duplicate while pending

Keep the order ID, wait for status, or contact support for review.

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What to include before contacting support

You do not need a long explanation. Bring the key records.

Order and crediting

Include the order ID, payment time, current order status, result-page state, amount, and signed-in email for duplicate or uncredited payments.

  • Order ID
  • Payment time
  • Signed-in email

Usage issue

Include the request ID, time, model, debit amount, and the difference you expected. Do not send sensitive raw content.

  • Request ID
  • Debit amount
  • Time

Sign-in and code

Tell us whether the code arrived, whether it expired, the visible browser error, and whether you changed email or device.

  • Email
  • Error message
  • Device or browser

Desktop authorization

Tell us whether the flow started from Desktop or a manual web page, and whether it returned to the client.

  • Start point
  • Return result
  • Visible page state

Sensitive information

Do not send login codes, full payment card information, or other sensitive secrets by email. Forward suspicious mail for review.

  • No login codes
  • No full card data
  • No private secrets

Support channel

hello@claudeu.com is the public support mailbox. Keep the same issue in one thread so context is preserved.

  • Use one thread
  • Keep visible state
  • State the desired outcome

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How support requests are handled

Most issues receive a next step directly. Payment, refund, and risk reviews can take longer.

  1. 01

    Triage

    Identify the issue type

    Sign-in, payment, crediting, usage, authorization, and download issues are handled separately.

  2. 02

    Records

    Check the related record

    Orders use payment and crediting status. Usage uses time, model, and debit amount.

  3. 03

    Resolution

    Reply with the next step

    Routine support mail is usually answered within 24 hours. Complex payment issues may take longer.

Support for orders, balance, usage, and authorization | ClaudeU