1. What support covers
Our support team helps with:
- Account access issues — trouble signing up, logging in, or password resets
- Purchase and payment issues — a guide not unlocking, being charged incorrectly, or a missing order
- Download or file issues — a corrupted, missing, or broken guide file
- General questions about applying what's covered in a guide
2. What support does not cover
Support isn't a substitute for one-on-one consulting on your specific business, account, or security setup. For example, we can explain a concept from the Cybersecurity Guide, but we won't audit your company's live systems as part of standard support.
3. How to reach us
Email support@fynexia.com with your account email and a clear description of the issue (screenshots help). This is the fastest way to reach us.
4. Response times
We aim to respond to all support emails within 24–48 hours on business days. Account-access and payment issues are prioritised.
5. Escalation
If your issue isn't resolved after your first support email, reply to the same thread and let us know — it gets escalated for a closer look rather than starting over.