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Contact Us

Have questions or need help? We'd love to hear from you. Reach out through any of the channels below.

Email

support@router.one

Support, billing, invoices, refunds, rate-limit raises, data-deletion requests, annual contracts and enterprise SLA inquiries. Send from the email address on your account so we can locate it. We reply in English and Chinese.

X (Twitter)

@router_one

Follow us for product updates, engineering insights, and community discussions.

GitHub

github.com/Router-One

Official GitHub organization — public repositories and issue tracker.

Business

Annual contracts, higher rate limits, or building your own service on Router One. Pick a topic to open a prefilled email to support@router.one, send it from the email address on your account, and fill in the blanks. Buying for a company? Read the company buying notes first.

Include your account ID, expected monthly spend and use case (your own product, a service for your customers, or team use). For higher limits, also give the key name and your expected peak requests and tokens per minute (RPM and TPM).

The draft ends with a "Found via" line naming the page you came from and how you first reached router.one; delete it if you prefer.

Before you write

  1. Company purchases: payment, invoices and contracts, rate limits, refunds and what Router One does not offer are answered in Buying for a company, a page you can forward to finance or security.
  2. Refunds: email from the address on the paying account with the order ID. Refund requests are answered within 2 business days — see the Refund Policy.
  3. Invoices: payments completed through the hosted checkout (card or Alipay) email the invoice to the checkout address automatically, so there is no need to write in; if one never arrives, contact us with your account ID. Stablecoin top-ups are not invoiceable. Details in the FAQ.
  4. Data deletion: send from the account owner address with the API key or request IDs needed to locate the records; the windows are documented under Data retention.
  5. Annual contracts and a written SLA: email support@router.one with the subject 'Annual contract' and your expected monthly spend; written SLAs with service credits are available only under annual enterprise agreements — terms in Availability & SLA.
  6. Reselling: building your own AI API service on Router One is self-serve — one wallet, a key per customer used server-side in your service and capped on wallet charges, published catalog rates and no wholesale price sheet; the reseller guide covers the setup, and integration questions go to the same address.
  7. Outages: check the status page first; it publishes active incidents and a reachability probe re-run at most hourly.
  8. Integration errors: 401 / 402 / 429 are explained in LLM API error codes; the docs cover setup for Claude Code, Codex, and OpenAI-compatible SDKs.