Most questions about 8ms are answered in the documentation or in this page's troubleshooting section below. If you're still stuck, email us. We read every message.
Contact
- General support: support@8ms.dev
- Billing and accounts: billing@8ms.dev
- Security disclosures: security@8ms.dev
- Phone (business hours, US Pacific): +1 (213) 460-2023
- Mailing address: Audire Inc · 1040 Partridge Place, Suite 3, Helena, MT 59602, USA
Email is the fastest way to reach us — we answer all support, billing, and security messages personally, within the response-time windows below.
Response time
- Critical (your gateway is down for everyone) — within 2 hours, any day.
- Standard (a feature isn't working as expected) — within 1 business day.
- General questions — within 2 business days.
Status
Gateway health is published at 8ms.dev/status. If outbound sends suddenly slow down or the inbox stops surfacing replies, check there before opening a ticket.
Common questions
My phone shows as Offline in the dashboard.
The 8ms Android app reports a heartbeat every 60 seconds. If you see offline, the phone has lost network for more than 2 minutes, the app was killed (some manufacturers aggressively kill background processes — disable battery optimisation for the 8ms app), or the phone's gateway credentials were revoked. Restart the app on the phone and check that the dashboard's Phones card flips back to Connected. If it doesn't, email support with the phone's device label and the time the heartbeat stopped.
Outbound messages are queueing but not sending.
The most common cause is hitting a carrier-warmup cap on a new phone. Check the daily progress bar on the phone card; if it's at limit, either spread sends across more phones or wait until midnight in the phone's timezone. Other causes: the phone is in quiet hours, all eligible phones hit their daily cap, or your carrier is intermittently throttling. The conversation row will surface the specific reason in the inbox.
A recipient replied STOP but we sent them another message.
That shouldn't happen — STOP-handling is automatic and is the first thing the inbound webhook checks. If it did, send us the conversation ID and the timestamps; we'll trace the gap. (Most often, this turns out to be two separate phone numbers belonging to the same person — the opt-out was recorded on one number, the second message went to the other.)
How do I cancel my subscription?
Open app.8ms.dev → Settings → Billing → Cancel subscription. Cancellation takes effect at the end of your current billing period; you keep access until then. Email billing@8ms.dev if the button doesn't appear or you need a pro-rated exit for any reason.
Can I get my data back if I leave?
Yes. From the dashboard you can export contacts as CSV and conversations as JSON at any time. We delete account data 30 days after deletion of the account — if you want to come back inside that window, your data is recoverable on request.
How do I report a security issue?
Email security@8ms.dev with a clear description and reproduction steps. We acknowledge within one business day. Please do not publicly disclose until we've had a reasonable opportunity to fix.
Feature requests & feedback
We read every email. The best feature requests describe the workflow you're trying to accomplish, not just the feature you imagine — that lets us spot when there's already a way to do it, or when a small adjustment to what we're already building solves your problem.