Help & contact
Questions about your account, a charge or the API? Message us on Session. We typically reply within 2 business days.
Contact us
Support, abuse reports and security issues all go to our Session account. Session is a private messenger that needs no phone number or email, so you can reach us as anonymously as you use hide.st.
05a93c1c6584c1d1f2262224ef43f7b0f5f23eb2d92ab3bdab5d2f7574fd12ee61In Session, start a new message and paste this ID or scan the code. Don't have it yet? Get it free at getsession.org. No phone number or email needed.
What to include
- Your support key, from Settings. It lets us find your account, but it can’t be used to sign in.
- For a charge or a failed request: the request id from the Usage page.
- For a top-up: the amount, the coin and the transaction hash.
- What happened and when, including any error message you saw.
Never send your account key or API keys.
Your account key (it starts with HIDE-) and API keys (they start with sk-hide-) give full access to your balance, and we’ll never ask for them. If you’ve shared one by mistake, generate a new account key in Settings or revoke the API key in Developers.
Common questions
I lost my account key
If you’re still signed in somewhere, or you added an email and password, sign in and generate a new key in Settings. Otherwise we can’t recover the account or its balance: we only keep a scrambled version of the key, so there’s nothing for us to look up.
My top-up hasn’t arrived
Top-ups are credited automatically once the payment confirms on the blockchain, which takes longer for some coins. You can follow the payment’s status on the Billing page. If it confirmed but your balance didn’t change, message us on Session with the transaction hash.
A charge looks wrong
Some charges start as estimates and are corrected automatically within 24 hours. If it still looks wrong after that, follow the steps for disputing a charge.
I found a bug or have an idea
Tell us on Suggestions & bugs. It works without an account.