Most ChartRelay problems fall into six buckets, and four of them you can fix yourself in a couple of minutes. Everything else has a person at the end of it.
Written replies, aimed at 2 business days. There is no phone line and no live chat.
Nothing on this page is a queue number or an autoresponder. Where a fix exists in the product, it is named.
If you have ever been through checkout, the dashboard shows a Manage billing button that opens the Stripe customer portal, where you can change or cancel a plan and read past invoices. On a free plan there is nothing to manage and no such button — the Upgrade link there takes you to pricing. Cards and invoices are held by Stripe, never by us. If a plan did not change after checkout, or a charge looks wrong, tell us the date and the plan you expected — do not send card details.
Keys cannot be recovered. Only a hash and the first twelve characters are stored, so nobody — including us — can show you a key again after it is created. Create a replacement in the dashboard, move your integration onto it, then revoke the old one. If you cannot get into the account at all, write to us from the address the account uses.
The API answers HTTP 429 with the limit it hit and stops there; nothing is charged automatically, because every plan is prepaid. Free is 250 renders a month once the account email is confirmed and 0 before that; Developer is 5,000, Pro 25,000 and Business 100,000. One-time render packs are coming soon. Counts reset at the start of the next calendar month, UTC, and do not roll over. See pricing, or ask us if the count looks wrong for what you sent.
Paste the chart into the free chart checker first: it runs the same structural review the API runs and names the rule that fired plus the fix it suggests. For rejected requests, the errors table in the docs explains each status code, and a 400 response lists every failing field by path.
Send a bug report with the details below. A reproducible chart specification is worth more than any description of it — we can replay it exactly.
Check the spam folder, confirm the address on the account is the one you are watching, and resend the confirmation from the dashboard. An unconfirmed free workspace has no renders at all — confirming the address is what turns the 250 a month on. Tell us if a resend still does not arrive.
One address covers billing, accounts, bugs and security. Replies are written and aimed at 2 business days — that is the target we work to, not a contractual guarantee, and there is no separate paid support tier that jumps the queue.
The chart specification, or the smallest version of it that still shows the problem. Strip anything confidential first — chart data is not secret once rendered.
The HTTP status code and the response body, including the details.issues list on a 400 and the render id on a success.
The approximate time in UTC and whether it happens on every request or only sometimes. Never include an API key, a password or a session cookie.
If you have found a way to reach another workspace's data, bypass authentication, or run something on our servers, we want to hear it before anyone else does.
Email the support address with the subject line already filled in, and describe the steps to reproduce it and what the issue lets you reach. Proof-of-concept detail is welcome; please do not test against other people's workspaces or data.
Please do not disclose the issue publicly until it is fixed, and give us a reasonable chance to fix it first. We will confirm receipt, tell you what we found, and let you know when the fix is out. ChartRelay runs no bug bounty and offers no payment — we will credit you if you want to be named.
The API reference covers every field, status code and asset URL. The chart checker reproduces the exact review that runs on each render, without an account.
The chart checker needs no account and no API key. The docs cover every field and status code the API can return.