General contact
The best inbox for anything that does not fit another category — say hello, share feedback, or ask a general question about CardForge AI.
contact@cardforgeai.comContact CardForge AI
CardForge AI support for billing, credits, and exports
CardForge AI is a digital tool for turning study material into Anki-ready flashcards. We do not ship physical goods. For payment, account, or product questions, email the right inbox below and include your account email when relevant.
Support window
We aim to reply within two business days. Payment and account access issues are prioritized. If you are asking about a PayPal order, include the account email used on CardForge AI and the approximate purchase time.
Product support
Use this for account access, saved card sets, AI generation problems, and export issues.
support@cardforgeai.comBilling and PayPal
Use this for PayPal payments, AI Credits delivery, refund questions, and receipts.
billing@cardforgeai.comPartnerships & press
Use this for partnership ideas, press requests, or business questions about CardForge AI.
hello@cardforgeai.comSecurity note: CardForge AI support will never ask for your PayPal password, full card number, or AI provider API key. Do not send raw private documents by email unless support explicitly asks for a minimal sample.
Support guide
Choose the right support inbox
The fastest support request is the one that reaches the right inbox first. General product questions and early feedback can go to contact. Partnership and press ideas can go to hello. Export issues, account access questions, saved card set problems, and AI generation failures should go to support. Payment delivery, PayPal receipts, refund review, and credit balance questions should go to billing.
CardForge AI is a digital study tool, so most support requests can be resolved from account email, purchase time, browser details, and a short description of the action that failed. We do not need full payment card numbers, passwords, private API keys, or large study files sent by email.
A clear message also helps protect private study material. Instead of forwarding an entire PDF, describe the file type, the page range, and the visible error. If support needs a sample, send a short redacted excerpt. For billing issues, the purchase time and account email are usually more useful than screenshots of a full payment page.
Support is also part of the product safety boundary. Requests about payments, credits, account access, and failed exports are handled through email so there is a written record. Requests about card wording are handled as product feedback unless there was a clear technical failure, because learners remain responsible for reviewing generated study content before Anki import.
What to include in a request
For AI generation problems, include the file type, rough page count, requested card type, and the visible error message. For Anki export questions, include whether you downloaded a native .apkg package, a Pro TXT / CSV export, or a built-in deck. For billing questions, include the account email and approximate checkout time so the credit delivery record can be checked.
Security and payment boundaries
Support will never ask you to reveal a PayPal password, full card number, browser cookie, AI provider key, or Cloudflare credential. If a screenshot is useful, remove personal addresses, payment identifiers, and private source content unless support specifically asks for a minimal redacted example.
When to contact billing
Contact billing when a payment completed but credits did not appear, a duplicate purchase happened, a receipt is unclear, or you need refund-policy clarification. Billing support can review digital delivery and credit ledger records, but it cannot see or recover source files that were only processed during a temporary generation session.
Account access requests
If you cannot sign in, include the email address used for the CardForge AI account and whether you were trying to register, verify email, continue an existing session, or return after a checkout. Do not send passwords or email verification tokens. Support can check account status and advise the next step without needing sensitive credentials.
AI generation issues
For card-generation problems, describe the learning goal as well as the file. A message such as "I uploaded a readable medical guideline PDF and asked for 30 Basic cards about diagnostic criteria" is much easier to diagnose than "AI failed." Include whether credits were consumed, whether any cards were returned, and whether the preview showed the expected pages.
Billing delivery issues
If a payment succeeded but credits did not appear, contact billing rather than general support. Include the account email, payment provider, approximate payment time, credit package, and whether you returned to the success page. Billing can compare checkout status with the credit ledger and identify delayed or duplicate delivery.
Export and Anki import questions
Export problems are usually about file type, field order, or note type. Tell support whether you exported a native .apkg package, a Pro TXT / CSV export, or a ready-made deck. If Anki import shows a field mismatch, include the note type you selected and whether HTML was enabled during import. That is enough to diagnose most import issues without seeing your private deck.
Response expectations
Support is prioritized by severity. Payment delivery, account access, and broken exports are handled before general product feedback. Feature requests are welcome, but they may be grouped into later roadmap work such as OCR, audio transcription, public deck sharing, or additional payment providers. A concise request helps us reply faster.
What happens after you email support
A support reply may ask for one or two clarifying details, but it should not ask for private credentials or unnecessary source files. For product issues, the first goal is to reproduce the failed action from the page, file type, and visible message. For billing issues, the first goal is to match the account email with a payment record and a credit ledger entry. This keeps the investigation focused and avoids collecting more personal data than the support case requires.
When not to send a support email
Many questions are faster to solve inside the product. Use the deck library to inspect public card examples, the pricing page to confirm that credits are one-time purchases, and the refund policy to understand digital delivery rules. If the issue is about improving card quality, try a smaller source range and a clearer learning goal before contacting support. If the issue still happens, include those attempted steps in the message.
Privacy boundaries for attachments
Avoid sending full textbooks, patient information, classroom files, private contracts, or complete payment screenshots. Most cases can be handled from metadata and a short redacted excerpt. If a sample is needed, remove names, addresses, account numbers, school identifiers, and any text that is not necessary to reproduce the issue.
What counts as urgent
Urgent cases include a paid checkout that did not deliver credits, an account that cannot access previously saved card sets, or an export bug that blocks use of purchased credits. General feature ideas, SEO questions, deck suggestions, and learning strategy feedback are still welcome, but they may be grouped into roadmap planning rather than handled as immediate support incidents.