Contact Us
If the documentation doesn't resolve your issue, please contact the Kanorio team through our backend customer support. Backend support is the most comprehensive entry point for logged-in users: you can create conversations, view message history, and track progress all in one place.
Choose the Right Contact Method
| Your Situation | Recommended Method | Why |
|---|---|---|
| Logged into Kanorio, have a question about operations, billing, or features | Support button in the bottom-right corner of the backend | Can help clarify issues with the context of your current website |
| Cannot log into the backend | Email us at support@kanorio.com | Please provide the email you use for login and a description of your issue |
| Found an illegal, fraudulent, or infringing website | Report Inappropriate Content | Using the dedicated form ensures your case enters the content review process |
| Interested in partnership or business inquiries | Email us at contact@kanorio.com | Suitable for general business collaborations and service inquiries |
| Media inquiries or press-related needs | Email us at media@kanorio.com | Suitable for media contacts |
Using Backend Support
1. Log into the Backend
After logging into Kanorio, navigate to your dashboard, billing, website management, or any other backend page. The support button only appears in the logged-in backend; it won't show on public-facing sites or login pages.
2. Click the Support Button in the Bottom-Right Corner
On a desktop, you'll see a chat icon in the bottom-right. Clicking it opens the support window. On mobile, support opens as a full-screen page, making it easier to read long messages and view conversation history.
3. Start a Conversation and Describe Your Issue
Begin with a one-sentence summary of what you're trying to achieve, then elaborate on the step where you encountered a problem. If you see an error message, please copy the full message or attach a screenshot.
4. View Resolved Conversations
Once a conversation is resolved, it may be marked as "Resolved." You can still view resolved conversations. If you have a new issue, please start a "New Conversation" to avoid mixing different problems in the same thread.
Information to Prepare Before Contacting Us
Providing complete information helps reduce the time needed for back-and-forth confirmation:
- Operational Issues: Website name, what you were trying to do, what actually happened, steps to reproduce, and screenshots.
- Domain Issues: Domain name, DNS provider used, and the DNS check screen from your backend.
- Billing Issues: Date of payment, amount, subscription website name, and invoice number (if available). Do not send full card numbers, CVC codes, or bank passwords.
- Security Issues: Time of occurrence, suspicious activity, relevant screenshots, and actions you've already taken. Please change the login method for suspicious accounts and enable 2FA first.
Response Times and Expectations
The backend support currently shows an estimated response time of typically within 1 business day. This is a general guideline, not a guaranteed service level. The complexity of the case, or the need to confirm with third-party service providers, may affect resolution time.
Support replies will appear in your backend conversation thread. The system may also send email notifications. Please keep the original conversation open so support can see the full context.
Kanorio does not offer public phone support or guaranteed immediate human responses. If you suspect unauthorized use of your account, website downtime, or payment anomalies, please use backend support or email as soon as possible with specific details.
When to Check the Help Center First
- Want to learn a feature: Search for the feature name in the Help Center first.
- Cannot log in, publish, bind a domain, or make a payment: Check Troubleshooting first.
- Want to report content violations: Use Report Inappropriate Content.
- Want to know how the platform protects data: Read Website Security.
Frequently Asked Questions
No. Backend support is only available to logged-in users. If you cannot log in at all, please email support@kanorio.com with the email you use for login and a description of your issue.
Support conversations are not instant chats. Responses are typically within 1 business day under normal circumstances. More time may be needed for payment, domain, or security investigations.
Resolved conversations become read-only. For new issues, please start a "New Conversation" to ensure each problem has a clear record of its resolution.
Support primarily provides operational guidance and troubleshooting. Please do not share passwords, full credit card numbers, CVC codes, or one-time verification codes. If more information is needed, support will explain secure methods for providing it.
Yes, especially if you cannot log into the backend. Do not include full payment details or verification codes in your email; simply provide the payment date, amount, website name, and identifiable invoice information.