How to contact support

The channel: email

Support is by email only for now. No call center, no live chat (in roadmap).

Email: hello@decifra-burocrazia.it

What to include

The more detail, the faster we resolve. In order of importance:

1. Your account email (even if you write from a different email)
2. What you did and what didn't work: one sentence is enough
3. When it happened: date, and ideally approximate time
4. IDs or references if you have them:
   • Analysis ID (in URL: /analizza/risultato/<id>)
   • Stripe payment ID (pi_XXXXXX from receipt email)
   • Screenshot of the error (if any)

Good example:

Hi, my account email is mario@gmail.com. I paid €2.90 at 11:30 yesterday (May 16) but the analysis never started. Stripe receipt pi_123abc. The collection notice is in /account/analisi as "failed". Can you refund?

Less useful example (we still reply):

Nothing works, help!

Response times

• Monday to Friday (9-18 Italian time): we reply within 1-4 business hours
• Weekend: we reply within 1 business day (Monday after for Sunday evening writers)
• Urgent cases (critical errors, wrong charges): top priority, even off-hours when possible

What support solves

• Manual refunds that didn't go through automatically
• Analysis recovery for non-auto-recoverable errors
• Special cancellations (e.g. block account immediately)
• Technical questions about the service
• GDPR: access, portability, data correction requests
• Suggestions and bug reports

What support does NOT solve

• Personal bureaucratic advice: we're not CAF/patronato/accountant. For that, the analysis/follow-up is the right paid product.
• Modify analysis result: the engine generates, we don't rewrite by hand. If the analysis is wrong, write us: we review prompts and quality (free for you, but we don't change the single historical analysis).

Before contacting support

Before writing:

• Search this Help section: the answer is probably already there
• Account history: most problems are self-diagnosable from /account/analisi and /account/pagamenti
• Stripe Customer Portal: for subscription management (cancel, change card) self-service

To suggest a feature or report a bug:

• Feedback widget bottom right of the site → "Idea" or "Bug"
• Feedback goes to admin and we review weekly.