How Zeabur Support works, how to file a ticket our team can act on quickly, and what to expect in return.
Zeabur Support is a private channel between you and our team — each ticket is visible only to you and Zeabur staff. These principles keep that channel fast and effective for everyone.
Our support engineers are real people. Staying courteous — even when something is broken and you're frustrated — helps us help you faster.
Keep each ticket focused on the issue you opened it for. If a separate problem comes up, open a new ticket rather than reusing an existing thread — it keeps triage fast and each issue tracked to resolution.
Include your project and service names, the exact error message, relevant logs, and the steps to reproduce. Specifics turn a long back-and-forth into a single reply.
Never paste API keys, passwords, tokens, connection strings, or payment details. Rotate anything you've already exposed, and use a private ticket for sensitive context.
Many questions are already answered in the documentation. A quick search often gets you unblocked faster than waiting for a reply.
When a ticket is waiting on your reply, follow up promptly. Tickets left without a response for an extended period may be marked resolved and closed.
Keep all your tickets under a single account so we have your full history. Don't open duplicate accounts to escalate or reset your priority allowance.
We can't assist with anything illegal, abusive, or that violates Zeabur's Terms of Service — including piracy, malware, fraud, or attempts to evade billing.
How quickly we respond depends on your plan and the priority of the ticket. All targets below are for our first response, measured in working hours.
Marking a ticket as priority when you don't have a genuine time-sensitive issue takes a slot away from someone who does — please use it for what it's meant for.
Every ticket moves through a few states so you always know where it stands:
To keep tickets focused, we reserve the right to resolve a ticket once the original issue is handled, and to set aside follow-ups that raise a new, unrelated topic. When that happens we'll point you to opening a fresh ticket so the new issue gets the attention it deserves.
For anything tied to your account, a support ticket is the fastest route. You can also reach us here: