General questions and support requests are usually answered within 2 business days. Abuse reports are investigated within 72 hours. Refund requests are handled per the Refund Policy, typically within 2 business days. Data access, correction, or deletion requests under GDPR/CCPA are answered within 30 days per the Privacy Policy.
Billing, invoices, and payment methods are handled by Polar.sh as the merchant of record; for a specific charge, include your order ID.
For anything about a specific conversion, include the generation ID from the result page and the approximate time you started it. That is enough to find the job, its charge and its outcome in one pass. Adding the source resolution and duration helps for a quality question, since both change what the conversion had to work with.
Two things email cannot fix, and it is faster to know in advance. A file that plays washed out is almost always the player rather than the conversion: check the output with ffprobe before writing in, and if it reports smpte2084 and bt2020 the file is correct. And detail that was clipped or banded in your source is not recoverable, so a re-run produces the same result.