Common contact channels
Pick the channel that best matches your issue. Sharing a ticket number or screenshot helps us track it down faster.
Account & general inquiries
[email protected]
Typical reply within 24 hours
Bug & incident reports
[email protected]
Please include browser, model and reproduction steps
Business cooperation
[email protected]
Open APIs, content licensing, brand collaborations
Infringement & content reports
[email protected]
Reviewed and handled within 72 hours
Online tickets
Once signed in, head to "Profile → Help & Feedback → Submit a ticket". We'll assign it based on severity:
- P0 major incident: engineer engaged within 1 hour, announcement posted in sync
- P1 functional issue: first response within 24 hours
- P2 experience suggestion: replied and archived within 72 hours
If you aren't signed in, you can also submit a simple form on the Feedback page.
Community & announcements
Follow Huayu AI's official community to get product updates, release notes and incident announcements first:
- Official announcement center: once signed in, tap the bell icon in the top-right corner
- Creator community: invite-only group for sharing work and events
- Social media: follow the "Huayu AI official" accounts for weekly highlights
Service hours
Customer support operates Monday to Friday from 9:00 to 22:00 (GMT+8). On weekends and holidays, on-call engineers monitor core service availability 24/7. When a major incident occurs, the announcement center publishes the estimated recovery time and compensation plan in sync.