Contact Us

Email [email protected] or submit the form on this page — both go to the same inbox and get the same response times. Include your account email, and where relevant an order ID or voice model name, so we can look up the record without a follow-up message. We do not run phone support; email keeps a written record of audio links, order IDs and consent documents, which is what most requests need.

Free-plan messages get a first human reply within 24 hours on business days. Paid plans (Pro and above) get a first reply within 4 hours during our staffed window, Monday to Friday, 09:00–18:00 UTC+8. Messages sent on weekends or public holidays are answered on the next business day. If 48 hours pass without any reply, resend and put URGENT in the subject line — it means the original message was filtered.

Our staffed window is Monday to Friday, 09:00 to 18:00 UTC+8 (China Standard Time), which is 01:00–10:00 UTC. The inbox accepts messages 24/7 and outages are monitored outside those hours, but non-urgent tickets received at night are picked up the next business morning. Refund and abuse requests are triaged first each morning.

Include four things: your account email, what you expected to happen, what happened instead, and the exact page URL. For generation problems add the voice model name and the approximate time of the request; for billing add the order ID from your receipt. Screenshots or a link to the generated audio file cut resolution time roughly in half compared with a description alone.

Send your order ID and the reason to the same address within 7 days of purchase and choose the “Billing or refund” topic. Approved refunds are returned to the original payment method and typically appear in 5–10 business days depending on your bank or card issuer. Credits already spent on generation are deducted from the refunded amount; unused subscription time on an annual plan is refunded pro rata.

Yes, but self-service is faster: open your account page and cancel there, and the plan stays active until the end of the paid period. If the cancel button fails or you no longer have access to the account email, message us with the order ID and the last four digits of the card used, and we will cancel it manually within one business day and confirm in writing.

Send the voice model name, the source sample you uploaded, and the generated clip that sounds wrong. Most quality complaints trace back to the input: background noise, music under the speech, or samples shorter than 10 seconds. Our engineers re-run the sample against both model versions and reply with either a fixed model or specific re-recording guidance, usually within one business day.

Choose the “Report voice misuse” topic and include the URL of the generated audio, the name of the person whose voice was used, and documentation showing you are that person or their authorized representative. We review voice-misuse reports within 24 hours, disable the offending model, and notify you of the outcome. See the Acceptable Use Policy for the full list of prohibited uses.

Write to us in English or Chinese and you will get a native reply in the same language. Messages in Japanese, French, Spanish and Portuguese are answered, but usually in English, and machine translation may be used, so expect an extra few hours on the response time. Technical details such as error codes and order IDs are safest sent verbatim in any language.

Use the same form and pick the “API / developer” topic; it routes to an engineer rather than front-line support. Include the endpoint you called, the request body with keys redacted, the HTTP status code and the response body. Rate limits, webhook retries, model version pinning and audio format questions are all handled through this channel.

Yes. Email your order ID plus the legal company name, address and tax or VAT number, and we will issue a PDF invoice within two business days. Invoices can be reissued for past orders going back 12 months. We cannot change the payer name after a payment has settled, so send the company details before purchasing if the invoice must be in a company's name.

Check spam and promotions folders first — roughly nine out of ten missing-email reports are there. Codes expire after 10 minutes, so request a new one rather than reusing an old message. Corporate mail servers sometimes block automated senders; if a second attempt still fails, contact us from any working address and we will verify the account and reset it manually.

Yes. Select the “Partnership or press” topic and describe your audience, distribution channel and expected volume. Affiliate and reseller enquiries get commercial terms and a rate card; press enquiries get logo assets, product screenshots and, for outlets with a published deadline, a founder interview slot. Expect a reply within two business days.

No — VoiceMax support is email-only, including the form on this page. Audio issues need file links and account records that are impractical to pass over a phone call, and a written thread means any support agent can pick the case up without you repeating yourself. Enterprise customers can request a scheduled video call as part of their contract.

Your name, email, topic and message are used solely to answer your request and are stored with the support ticket. Audio files you attach or link for troubleshooting are deleted after the ticket is closed. We do not sell contact data or use it for marketing without a separate opt-in. See the Privacy Policy for retention periods and how to request deletion.