Support
Help with your catalog, agent access, or billing
PairRail is a small team. PairRail Atlas is the catalog we support. You decide which machines can access it and act on it. Reach us directly, self-serve when you can, and escalate clearly when you need a human.
Ways to reach us
Pick the path that matches your urgency
Primary inbox for product help, billing, onboarding friction, and account questions. We read every message.
Self-serve FAQPlans, queries, overage, protocols, settlement adapters, and trust boundaries answered without waiting on a reply.
In product Workspace feedbackSigned-in sellers can send feedback from Atlas with page context attached. Best for UI bugs and workflow gaps.
Enterprise Scoping conversationCustom volume, SLA, SSO, residency, or multi-workspace needs. Include expected query load and protocols.
Vulnerabilities and suspected incidents. Use subject line “Security disclosure”. Process details also live on /legal/security.
Inspect the five live protocol rails (UCP, MCP, A2A, UAP, ACP) yourself before filing a ticket about agent discovery. For HTTP schemas, use the OpenAPI docs; they are not a separate commerce rail.
What to include
Faster answers when context travels with the ask
- Workspace or seller slug, and whether you are on Sandbox, Pro, or evaluating Enterprise
- Protocol or surface involved (MCP, UCP, gateway quote, extract, billing checkout)
- Approximate time of the issue and any request IDs from error responses
- Whether agents are blocked in production, or this is still validation in Sandbox
How we show up
Reachable on business days. Honest about pace.
Hours are Monday through Friday, 09:00–18:00 IST (03:30–12:30 UTC). We reply to support@pairrail.com within one business day. We do not run a 24/7 US desk. Production agent-blocking issues come first. Put P1 at the start of the subject when a live catalog or execute path is down. Enterprise Priority P1 includes contracted response times on the order form; every seller can still flag P1 for triage. Security goes to security@pairrail.com. We do not promise same-day turnaround on every ticket.
Refunds and disputes with your customers go through your own payment processor. PairRail is never merchant of record, but we will help trace the Atlas side. Settlement executes on your Stripe, Dodo, or signed webhook (Mock rehearsal on Sandbox).
Prefer not to email yet? Start with the FAQ, score a sheet on Score, or open your workspace and send feedback from there.
Write to support@pairrail.comNext steps
Unblock yourself, then ping us if needed
Most sellers clear readiness and protocol questions without waiting on email.