How to get help.
One operator runs the whole engagement, so support is direct. You'll usually get a same-day response on a business day, and most things are resolved in one or two replies.
Use your portal thread.
Sign in and post on the project — that's the fastest path because we already have the file room, milestones, and history in front of us.
Sign in to your portalEmail support.
Billing questions, account access, security reports, anything that isn't tied to an open project — write to us and we'll answer.
support@thearchitect.wikiMon – Fri
9am – 6pm Eastern. We close most U.S. federal holidays.
same business day
Faster on active engagements. Allow up to 1 business day for first contact.
2 max
One operator across the whole engagement — see Process for the build cadence.
Frequently asked
I'm an active client. Where should I write?
Use your project portal thread first — it keeps the conversation pinned to the right project and the right milestone, and it'll surface in the same place at handoff. Email is for billing questions, account access, or anything that doesn't fit a project.Where are my receipts and invoices?
They live in your portal under Account → Invoices. Stripe also emails a receipt the moment a payment clears. If you can't find one, write to support and we'll resend it.Something went wrong with a payment. What now?
Email support with the invoice number or the date you tried to pay. Most issues are caused by a card-issuer block on a first-time merchant — a quick second attempt usually clears them. If a charge looks duplicate, we can verify and refund within one business day.I want to cancel or pause my project.
Email us — we'll work out the right path based on where the project is. The deposit is partially refundable before the kickoff call (see Terms § 4); after kickoff we settle by stopping work and reconciling against the milestone you're at.I'm reporting a security issue.
Please email support with the details and we'll respond within one business day. We treat responsible disclosure seriously and will not pursue legal action against good-faith research.Press, partnerships, or general questions.
Email hello@thearchitect.wiki — that's the right inbox for anything that isn't a current client or a support issue.
For policy questions, see the Privacy Policy or the Terms of Service. For everything else, write to support@thearchitect.wiki.