SMMXAU - Support Policy

Support Policy

Last updated: [LAST_UPDATED]

This policy explains how to reach us, what to expect, and how we prioritise requests. SMMXAU support is available 24 hours a day, seven days a week.

1. How to Reach Us

Channel	Best for	Typical response
Telegram — [TELEGRAM_HANDLE]	Quick questions, order issues, payment help	[RESPONSE_TIME_TELEGRAM]
WhatsApp — [WHATSAPP_NUMBER]	Same as Telegram, if you prefer it	[RESPONSE_TIME_WHATSAPP]
Support ticket — from your dashboard	Refills, refunds, anything needing a record	[RESPONSE_TIME_TICKET]
Email — [SUPPORT_EMAIL]	Billing records, formal or legal matters	[RESPONSE_TIME_EMAIL]

Telegram and WhatsApp are the fastest routes. Tickets are best where you want the exchange attached to your account — refill claims and refund requests in particular.

2. What to Include

You will get a faster answer if your first message contains:

Your SMMXAU username.
The Order ID, if the question is about an Order.
The link you submitted.
What you expected, and what happened instead.
A screenshot, where it helps.

Please send one request per issue and avoid opening duplicate tickets for the same matter — duplicates move you back in the queue rather than forward.

3. Priority

Requests are handled in this order:

Payment and Balance problems — funds sent but not credited.
Orders stuck, failed, or not started.
Refill and refund requests.
Account access and security.
General questions, API help, and service requests.

4. What We Can Help With

Placing, tracking, and troubleshooting Orders.
Adding funds and resolving payment issues.
Refill and refund requests under our Refund and Refill Policy.
API keys, documentation, and integration questions.
Requesting a Service we do not currently list.

5. What We Cannot Help With

Recovering, unlocking, or appealing a social media account. Contact the Platform directly.
Guaranteeing how a Platform will treat your account or content.
Anything requiring your social media password. We will never ask for one, and you should never send one — to us or to any other panel.
Orders placed on another panel.
Speeding up an Order beyond the provider's delivery rate.

6. Response Times

The times above are targets, not guarantees. Volume, provider outages, and public holidays can extend them. If you have not had a reply within 48hours, reply in the same thread or open a ticket referencing your earlier message rather than starting fresh elsewhere.

7. Conduct

Our team will treat you with respect and we ask for the same in return. Abuse, threats, or harassment directed at staff may result in support being limited to tickets, or in account suspension under our Terms and Conditions.

8. Security Notice

We will only ever contact you from the official channels listed on this page. We will never message you first asking for your password, a verification code, or a payment to an address not shown in your dashboard. If you receive such a message, it is not from us — report it to us and do not respond.

9. Changes

We may update this policy. The current version is always the one published on this page.