Customer Support

If you need help with a Threenine product or service, this page is the best place to start.

We aim to keep support straightforward. If something is broken, unclear, or blocking you, tell us what is happening and we will try to point you in the right direction.

How to contact us

For general support, contact:

Email: support@threenine.co.uk

If your question is about privacy, personal data, or data protection requests, use:

Email: privacy@threenine.co.uk

What to include in your support request

To help us respond faster, include:

the product or service you are using
a short description of the problem
what you expected to happen
what actually happened
your browser, device, or operating system if relevant
screenshots or error messages if they help explain the issue

Do not send private keys, seed phrases, passwords, or other sensitive credentials to us.

Product support scope

We can usually help with:

installation and setup issues
product bugs and unexpected behaviour
account or configuration questions
basic product usage guidance
links to the right documentation or support article when available

We may not be able to help with:

third-party platform outages
issues caused by unsupported modifications or custom environments
recovery of lost private keys, seed phrases, or credentials that only you control
legal or compliance advice

Security and sensitive information

Some Threenine products are designed around local key control, signing, privacy, and user-owned credentials.

Because of that, support has limits.

We will never need your private key, seed phrase, or password in order to provide normal support. If a support request would require you to share that kind of information, stop. Do not send it.

If you think you may have found a security issue, please contact us at:

Email: support@threenine.co.uk

Please include enough detail for us to understand the issue, but do not include secrets or credentials in plain text.

Response expectations

We are a small product-led company, not a large support desk with 24/7 coverage.

We will try to respond as quickly as practical, but response times may vary depending on:

issue severity
product area
whether more information is needed
current development and release workload

Documentation and self-service

Where possible, we will continue to publish setup guides, product documentation, and blog content to help answer common questions.

Before contacting support, it may also help to check:

the relevant product page
setup or documentation links
project release notes or repository information where applicable

Commercial and service enquiries

If your question is about engineering support, commercial discussions, partnership enquiries, or product collaboration, please use the main company contact routes on the website rather than product support.

Changes to this page

We may update this page from time to time as our products, support processes, and documentation evolve.