A question
How something works: a limit, a file format, the API, the CLI or the GitHub Action.
Include
- What you are trying to do.
- The file format, for example JSON, PO or XLIFF.
- The source language and the target languages.
Contact
Email is the way to reach us. One person reads and answers every message: the developer who builds KAERIS.
Support email
Address copied.
Could not copy. Select the address and copy it by hand.
- Who answers
- One person, the developer of KAERIS. There is no support team behind this address.
- When
- We aim to reply within 24 hours on business days. At weekends and on holidays it can take longer.
- No phone, no live operator
- The chat in the corner of the site is an AI assistant that answers from the documentation.
What is it about?
Each button opens your mail app with a subject and a short list of what to include. One message with these details usually gets an answer without a second round of questions.
Billing and refunds
A payment, a cancellation, the 7-day refund, a change of plan.
Include
- The Creem receipt number, from the receipt email.
- The email address you paid with.
- What you need: a refund, a cancellation or a different plan.
An error in a translation
A wrong, missing or broken line in a result, or a run that failed.
Include
- The file format and the target language.
- The key, the line you got and what it should say.
- From the API or the CLI: the job_id and the time of the run.
- A few lines of the file are enough. Attach a whole file only if it holds no personal data.
Never send these
Not by email, not in a GitHub issue, not in the chat. We find your purchase by the email address you paid with and the receipt number.
Your key
Neither the KAERIS key (kaeris_…, kaerisp_…) nor your OpenRouter key. If you think a key has leaked, write to us without the key and say which plan it belongs to.
Card details
Payments go through Creem, our merchant of record. We never see your card number and never need it.
Other people's personal data
Files with customer names, emails or other personal data. Replace them with placeholders or send only the lines in question.
We will never ask for your key, a password or a card number. A message that does is not from us.
Faster than an email
These answer the most common questions right away.
- Service status
Whether the service answers right now, checked from your browser.
- Lost your key?
Get the key sent again to the email address you paid with. No message needed.
- Documentation
Limits, file formats, the API, the CLI and the GitHub Action.
- Refunds and cancellation
The 7-day refund and how to cancel a subscription in the Creem billing portal.
- GitHub Discussions
Ask in public. The answer stays for the next person with the same question.
- GitHub Issues
Report a bug in the CLI, the npm package or the GitHub Action. Issues are public: leave out keys and private files.