For anyone who needs a person at Fivexer
Where to send it, and when you’ll hear back
One monitored mailbox, read by the people who wrote the code — no ticket portal, no phone tree, no bot that answers first. Pick the lane you are in below. Two of the seven do not come to us at all, and saying so now is faster than answering slowly later.
- A person answers within 1 working day
- Anything affecting your running service is worked the same day
- Not an uptime SLA — we do not sell one
Which of these is you?
Every lane names who it is for, where it actually goes, and the clock it starts. The record below rewrites itself as you choose.
Unless a row says otherwise: it goes to support@fivexer.com, and a person answers within 1 working day.
Something is wrong with my running service
Console → Settings. Without it we are searching by hand.
In UTC if you can — it is what our logs are in.
One real example beats a description of the pattern.
Show the message this writes
To: support@fivexer.com Subject: [service] Service issue (Nothing typed yet — the fields above become the message. You can also send it empty and write in your own mail client; the subject alone still routes it.)
Nothing is sent from this page and nothing typed here reaches us until you send it yourself — there is no form behind it, only your own mail client.
Five things you can answer faster than we can
Not a knowledge base — these are the five that actually arrive, with the answer rather than a link to a category. Written this way round on purpose: a page that makes you read its FAQ before it tells you where to write is a page defending its inbox.
Why is my task sitting in the queue with nobody assigned?
Ask the engine rather than guessing: every matching pass records why each candidate was accepted or refused, and GET /decisions?taskId=… replays it. In practice it is almost always one of three things — no worker carries a tag the task asks for, a routing weight of 0 is a hard veto on the only worker who does, or everyone eligible is at their backlog cap.
How fast does someone answer a support email?
A person, not an autoresponder, within 1 working day — on support and procurement requests alike. Anything affecting your running service is worked the day it arrives. This is a commitment about people, not a contractual uptime SLA: Fivexer does not offer one, and will not until there is an on-call rotation behind it.
What we do and do not commit toThe API is returning 401 or 429. What should I check first?
For 401: confirm you are sending an sk_test_ or sk_live_ key as a Bearer token and that it has not been revoked in the console — a worker token will not authenticate against /v1. For 429: read Retry-After and back off, and watch the x-quota-task-rate-remaining header before you hit the ceiling rather than after.
A worker cannot sign in to their portal. Can Fivexer reset it for them?
No, and it is faster that you do it. Portal access is issued per workspace from your own console — you can re-send the invite or reset the PIN in about a minute. We have no route to a worker that does not go through the employer who owns their record.
Open the consoleDo I need to open a support ticket to get my data out?
No. Tasks, workers and decision traces are all readable through the same /v1 API you write with — no export fee, no plan gate, no ticket. The routing engine underneath is MIT-licensed, so the matching logic itself runs on your own Redis if you ever want to leave entirely.
What support here is not
Worth knowing before you depend on it rather than on the day you find out. Each of these is real, and each one ships with what stands in for it.
No phone line and no 24/7 rota
One mailbox, read by the people who wrote the code. Service-affecting issues are worked the day they arrive.
No ticket portal to log into
Your mail thread is the ticket. Nothing to create an account for, nothing to lose a password to.
No contractual uptime SLA
We will not sell an availability percentage before we run the rotation that backs it. What is committed instead is a human, within a working day.
No paid bug bounty
Vulnerability reports are acknowledged in writing within three working days, and we credit you publicly if you want that.