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Technical Support Center

Hit a snag? Don't worry—we offer multiple ways to reach us and we promise to reply to every ticket and message within 24 hours.

Service hours: 7 × 24 · Average ticket response: 4 hours

Submit an online ticket

The recommended path. Bring your account ID, device model and a screenshot so we can pinpoint the issue fast.

Open the ticket system

Official email

For non-urgent questions, business inquiries and media requests, drop us an email.

[email protected]

Discord community

Chat with users worldwide and pick up tips—our official ops team is online 24 hours a day.

Join the server

Telegram group

Perfect for international users—share strategies, unlock seasonal characters and event news.

Join the group

Business inquiries

For brand partnerships, IP licensing and custom AI character collaborations, email us anytime.

[email protected]

Safety & abuse reports

Spotted a violating character, abuse or a security vulnerability? Reach out to us right away.

[email protected]

1Self-check before you submit a ticket

Most conversation latency and sign-in issues can be resolved with these three steps:

Switch networks (Wi-Fi vs. 4G/5G) and confirm connectivity.
Sign out and back in, or clear your browser cache and local data.
Update to the latest version (H5 users: press Ctrl + F5 for a hard refresh).

Still stuck? Check FAQ for similar cases or submit a ticket directly.

2What to include in your ticket

Account ID (copy it from "Me → Account info")
Device brand, model, OS version and SoulAI version
Screenshots or a screen recording (if available)
The first time the issue occurred and the steps to reproduce it

Please don't paste passwords, bank card numbers or other sensitive data into a ticket. Our support team will never ask for your password.

3Service Level Agreement (SLA)

Standard issues: first response within 24 hours, average 4 hours.
Members: first response within 2 hours via the dedicated priority channel.
Payment issues: verified and resolved within 1 business day.
Security vulnerabilities: confirmed within 1 hour, fix plan within 48 hours.