Contacting Support

Contacting Support

There are three ways to reach the UVettd support team, depending on the nature of your question and how quickly you need an answer.

Three Ways to Get Help

1. In-App Help Widget — Fastest

The help widget is the icon in the bottom-right corner of every authenticated page in UVettd. This is the fastest path to resolution for most common questions. When you open it, Freddy AI searches the UVettd knowledge base and provides an answer immediately — no wait required for billing, feature, or how-to questions that are covered in our documentation.

2. Email: support@uvettd.com — Human Review

For questions that need a human, email support@uvettd.com. A member of the support team will review your ticket and respond within 24 hours on business days (Monday through Friday). Responses to weekend emails are sent on the next business day.

When you write in, include:

• Your account email address
• A clear description of the issue
• Any relevant screenshots

For urgent billing issues — such as an unexpected charge, a payment failure affecting your access, or a refund that's overdue — include "Urgent Billing" in your subject line. These tickets are prioritized in the queue.

3. Security Issues: security@uvettd.com — Security Only

If you've discovered a potential security vulnerability, a data exposure concern, or a privacy issue, email security@uvettd.com. This address is monitored specifically for data security matters — it is not a general support queue. For everything else, use support@uvettd.com.

How Freddy AI Works

When you open the in-app help widget, Freddy AI reads the UVettd knowledge base to find an answer to your question. Most billing, feature, and how-to questions resolve instantly without a human agent. Freddy works best when you ask a specific question — "how do I cancel my subscription" or "what does the CAMERA Method™ measure" will get better results than very broad queries.

If Freddy can't resolve your question, your ticket is automatically escalated to a human agent. You'll receive a response within 24 hours on business days.

How to Know If a Human Responded

Freddy AI responses appear immediately in the widget and are labeled with Freddy's name. If your ticket was escalated to a human agent, you'll receive an email reply — typically from a named support team member — within 24 hours on business days. You can also reply directly to that email to continue the conversation.

What We Can and Can't Help With

UVettd support can help with subscription billing, account access, feature questions, refund requests, privacy rights requests, and technical issues. We cannot process refunds for App Store purchases (Apple and Google handle those directly), and we cannot access or recover your Tier 2 encrypted data — by design, that data is encrypted end-to-end and is readable only by you.

Common questions about this topic

How long does it take to get a response?

Freddy AI in the in-app widget responds immediately. If your question requires a human, you'll hear back within 24 hours on business days (Monday–Friday). Tickets marked "Urgent Billing" are prioritized. Weekend tickets are answered on the next business day.

Is there a phone number I can call?

No — UVettd does not offer phone support. The fastest resolution for most issues is the in-app help widget, which gives you Freddy AI immediately and human escalation when needed. For urgent billing matters, include "Urgent Billing" in your email subject line to support@uvettd.com.

How do I know if Freddy resolved my issue or a human did?

Freddy AI responses appear in the in-app widget and are labeled with Freddy's name. Human responses come as email replies, typically from a named team member. If you used the widget and want to escalate to a human, you can reply in the widget thread or send a separate email to support@uvettd.com referencing your issue.

What if my issue involves my encrypted evaluation data?

UVettd support cannot access your Tier 2 data — your prospect evaluations, Vetted messages, and CAMERA Method™ scores are encrypted end-to-end and readable only by you. If you're having trouble with decryption or account access, contact support@uvettd.com and we'll walk you through recovery options. Your 12-word recovery phrase is required for key recovery.

Still need help? Contact us at support@uvettd.com or use the in-app help widget.