subbySubby support helps you operate the Subscription OS — integrations, subscription lifecycle issues, live access and account questions. It is not a payment-processor helpdesk.
Getting help
| Channel | Best for |
|---|---|
| Email developers@mysubbyapp.com | Integration questions and bugs |
| Developer community (https://community.mysubbyapp.com) | Questions other developers may have answered |
| Dedicated Slack channel (Growth and above) | Day-to-day questions with the Subby team |
| Account manager (Scale and Enterprise) | Planning, launches, limits and billing |
| security@mysubbyapp.com | Security issues and leaked keys |
When you report a problem, include:
- The
request_idfrom the response or error. - Whether it happened in sandbox or live.
- The relevant object IDs (
sub_,chg_,evt_and so on). - What you expected to happen and what happened instead.
Never send secret keys, webhook secrets or full card details to support.
Response times
| Plan | First response |
|---|---|
| Starter | 24 hours (email) |
| Growth | 4 hours |
| Scale | 1 hour |
| Enterprise | Custom |
Uptime
| Plan | Monthly uptime commitment for the live API |
|---|---|
| Starter | Best effort |
| Growth | 99.5% |
| Scale | 99.9% |
| Enterprise | 99.99% (custom) |
The sandbox is not covered by an uptime commitment. Uptime is measured on the live API's availability to handle requests, excluding scheduled maintenance announced at least 72 hours in advance. Service credits for missed commitments are set out in your plan agreement.
Status and incidents
Live and sandbox status, incident updates and maintenance windows are posted at https://status.mysubbyapp.com. Subscribe there for email or SMS updates.