---
title: "Contact XiuStore support"
description: "Use order support, on-page chat, or email and provide enough redacted information to locate your problem."
image: "https://docs.xiu.ai/og.png"
---

> XiuAI documentation index
> Full documentation index: https://docs.xiu.ai/en/llms.txt
> Check the index for current pages before reading.

# Contact XiuStore support

Start order-related support from the order detail page so support can check the product, option, payment, delivery, and after-sales history. For other questions, use XiuStore's on-page support or email `contact@xiu.ai`.

## Contact channels

- On-page support: open [XiuStore](https://store.xiu.ai/en/) and use the support chat.
- Order support: open [My orders](https://store.xiu.ai/app/en/orders), select the relevant order, and contact support there.
- Email: [contact@xiu.ai](mailto:contact@xiu.ai).

For refunds, first read [Refunds and after-sales](/en/policies/refund) and [recording and evidence](/en/support/recording-and-evidence). If the order offers a refund-request action, submit there rather than relying only on a chat or email request.

## Include enough information to locate the problem

| Information | What to provide |
| --- | --- |
| Product and page | Order details, redemption, AI IP Check, or another named page |
| Time | Date, time, and timezone |
| Order | Full order reference, without payment credentials |
| Original message | Copy the visible error instead of saying only that it failed |
| What you tried | List actions in order |
| Environment | Device, OS, browser, target platform, and exit region |
| Redacted screenshots | Keep the page context visible while hiding sensitive information |
| Recording | A continuous recording from before the action to the result; if upload is unavailable, start with screenshots and the complete error |

## Keep these details private

Do not send passwords, SMS/email codes, cookies, Sessions, tokens, recovery codes, browser profiles, full API keys, private subscription URLs, identity documents, full card numbers, or payment credentials through support channels.

Complete sign-in credentials, redemption codes, and activation links belong only on the XiuStore page explicitly designated by the order. Support does not need a Session resent in chat or email, even when the designated redemption page requires one.

Submit recordings through the order's support conversation or another secure method specified by support. If video upload is unavailable, register the problem with redacted screenshots and the original error first.

## Choose the right support team

- PandaFan handles its plans, payments, clients, devices, network configuration, and third-party refunds.
- OpenAI, Anthropic, or Google handles platform eligibility, suspension, identity checks, and official subscription status.
- XiuStore handles product selection, order payments, delivered content, redemption tools, and XiuStore refunds.

## Verify the resolution

Return to the relevant product and check the actual order state, wallet transaction, redemption result, plan, account session, or IP result. A support reply is not itself proof that the state has changed.

## Sources and review date

Support channels and the order flow were reviewed on 2026-08-04. This translation preserves that date. Never send sensitive sign-in details through support channels.

Source: https://docs.xiu.ai/en/support/contact/index.mdx