Support

offloadcms is run by Henia, a sole proprietorship based in Vietnam. Support is email, answered by the person who builds the product — there is no tiered helpdesk, no chatbot, and no separate login to remember.

01Where to write

hello@offloadcms.com reaches us for everything: setup, migration, billing, bugs, and account questions. It is the same address that appears on your receipts and in our Privacy Policy, so a reply from us is always verifiable against a page you can read first.

Prefer a form? The contact page posts to the same inbox.

02What to include

The first reply is far more useful when the message carries these. None of them are secret, and none of them are your password — we will never ask for one.

• Your site's domain, and your instance id if you have it (it is on the instance page in the dashboard).
• What you did, what you expected, and what happened instead.
• The time it happened, with a timezone — "14:20 UTC on Tuesday" beats "this morning" by a wide margin when we go looking in the logs.
• The exact error text if there was one, copied rather than described.

03Free help and paid help

The docs, bug reports and questions about something that is not working stay free for every account, answered by email on a best-effort basis. No response time is promised.

Hands-on work on your own site, such as setting something up for you or walking through a change together, is paid support at $100 an hour.

04Billing, cancellation and refunds

Cancel any time from your billing portal; your plan stays active until the end of the period you already paid for. Refunds are reviewed in good faith within 14 days of a charge — the full terms are in the Refund & Cancellation Policy.

If a charge looks wrong, email us before filing a chargeback. We can almost always fix it faster than a card network can, and a chargeback filed without contacting us first may suspend the account.

05Something is down

Check status first — it lists the health endpoints you can query yourself, right now, without waiting on us. Then email with the timestamp and what you saw.

Worth knowing before you panic: a published offloadcms site is static files on Cloudflare's edge. It keeps serving even when the dashboard, the admin, or our control plane are unavailable. An outage on our side stops you from publishing; it does not take your site down.

06Reporting a security issue

Email hello@offloadcms.com with "security" in the subject and please do not open it publicly first. Tell us what you found and how to reproduce it; we will confirm receipt and tell you what we are doing about it. We do not currently run a paid bounty programme.

Still stuck? hello@offloadcms.com — a real reply, not a ticket number.