Support
Write to support@tium.ai from the address on your account.
A charge you don't recognise
Payments to us appear on a card or bank statement as TIUM.AI* CREDITS.
That is a purchase of prepaid API credit at tium.ai, bought through a GitHub-authenticated account. Credit is spent as your API key makes requests, and it never expires.
If that does not sound like anything you signed up for, email support@tium.ai with the date and the amount and we will find the payment and tell you exactly what it was. If it turns out to be wrong, we refund it. You do not need to raise a dispute with your bank to get that outcome, and doing so is slower for you than writing to us.
Billing and refunds
Unused credit packs are refundable in full within 30 days of purchase. Credits already spent on served requests are not refundable, because the underlying capacity has been bought and consumed.
You can cancel at any time. Cancellation takes effect at the end of the period you have already paid for, and you keep your allotment until then. We do not charge a cancellation fee and we do not pro-rate a partial month.
If the API is unavailable for more than 24 consecutive hours in a billing period, write to us and we will credit that period pro-rata.
Email support@tium.ai from the address on your account. Refunds go back to the original payment method, normally within ten business days.
Invoices, receipts, card changes and cancellation are self-service in the billing portal, reachable from your billing page. The full terms are in the Terms of Service.
A request failed
Four things let us find your request in the logs immediately. Without them we are guessing.
- request id
- Returned on every response. It is the one field that identifies a single request out of all of them.
- model
- The slug you called, such as glm-5.3.
- status code
- 401 is the key, 402 is the balance, 404 is the model. See the docs.
- roughly when
- A timestamp with a timezone, or just “about 10 minutes ago”.
Never send us an API key, and never paste one into an email. If you think a key has leaked, revoke it on your keys page first and tell us afterwards.
Data and privacy
Requests about your data, including deletion, go to the same address. What we keep and what we do not is set out in the Privacy policy, which names a separate address for formal data-protection requests.