Support

Last updated 13 October 2026

How to reach us

Write to support@thirds.ai. One mailbox takes every kind of question: help with a template or a file, billing, abuse reports, privacy requests, and account problems.

What to include

• The email address of your account.
• The job ID, if your question is about one file. Open the file in the studio and copy it from the file's details. If you use the API, send the request ID and the error code from the error response too.
• A link to the page or file that shows the problem.
• The invoice number, for a billing question.

Never send card numbers, API keys, or private documents. We don't need them, and email can't keep them safe.

Service status

If files stop coming out or the site won't load, check status.thirds.ai first. It shows whether the service is up and lists past incidents, so you can tell whether the problem is on our side.

Help pages

You may find your answer faster in these pages:

• The documentation shows how to make templates, make files from them, and connect ChatGPT, Claude, and the API.
• Common questions answers where your files are, how long you can download them, and what a brand kit or a plan does.
• API error codes tells you what each code means and what to do next.
• Retry requests and download files explains how to retry work without a second charge.
• Understand credits and billing explains what each action costs.

Report abuse or a rights problem

If someone uses thirds.ai to copy your work or break the rules, write to support with the address of the page or file, what the problem is, and how we can reach you. The Acceptable use policy lists what nobody may do with thirds.ai and what we do next: we confirm we have your report, we remove or disable content in breach, and we tell the account holder.

Billing and refunds

Refunds and cancellation explains the $1 Starter trial, how to cancel, credit packs, and refunds. If your credits haven't appeared after checkout, refresh your billing page first, because credits appear only once the payment is confirmed. If they still don't show, or we charged you twice, write to support with the invoice number, and we correct it.

Privacy requests

The Privacy policy explains what we store and the rights you have. Write to support to ask for a copy of your data, a correction, or deletion, and we answer within a month.

Account closure

You can close your account yourself on the account closure page. You're signed out everywhere, every API key stops working, your subscription ends, and your templates, brand kits, and files are removed. We keep only the few records the law says we must. Write to support if you can't sign in to close it.