Support & Complaints
Clear steps for support requests, complaints, billing disputes, and access issues — including SLA targets, escalation, and required evidence.
Primary support channels
How to submit a complaint
Complaint steps:
- Prepare your proof of purchase and a short description of the issue.
- Send to our support channel (email/WhatsApp/contact form). Use the same billing or account email when possible.
- We confirm receipt and provide a ticket/reference number.
- We investigate, request additional details if needed, then provide a resolution.
- If unresolved, follow the escalation path below.
Required proof of purchase
To speed up verification, include relevant proof based on the type of issue you are reporting:
- The account email used for your Catalo.id subscription, or the contact/order reference from the seller storefront
- The subscription invoice or billing reference, or the seller order reference
- The transaction date and subscription plan name, or the seller order details
- A screenshot of the error or a short explanation of the steps that triggered the issue
- If this is a subscription billing dispute: the bank/card issuer name and dispute date
SLA (response & resolution)
Our standard targets (business days):
- First response: within 24 hours
- Access/activation issues: within 1–2 business days
- Billing issues/refund review: within 3–5 business days
Complex cases (fraud checks, third-party payment verification) may require additional time. We will keep you updated by email.
Escalation path
If your issue is not resolved after the standard SLA:
- Reply to the same ticket and request escalation. Include the ticket number and a summary of what happened.
- We escalate internally to a supervisor/operations review.
- For billing disputes, we may request additional verification to protect users and prevent fraud.
Refunds & chargebacks
Refunds and chargebacks for Catalo.id subscriptions follow our refund policy. For buyer payments on a seller storefront, contact the seller directly according to their instructions.
- If eligible, subscription refunds are processed back to the original payment method.
- Subscription refund timing depends on the bank or payment provider.
- Before filing a subscription chargeback, contact support first.
- For buyer payments on a seller storefront, chargebacks and refunds are handled by the seller, not by Catalo.id.
Account & security issues
For account/security issues (cannot sign in, suspicious activity):
- Contact support immediately with your account email and details.
- Do not share passwords or OTP codes. We never ask for your password.
- We may request identity verification to secure your account.
Legal & policies
Review our policies for software subscription, privacy, subscription refunds/cancellations, and delivery/fulfillment. For buyer orders on a seller storefront, payment and fulfillment terms follow the relevant seller.