Contact Support
Our dedicated support team is here to help you succeed with your ecological design projects. Get in touch using any of the methods below.
Get Help Now
Choose the contact method that works best for you. Our team typically responds within 4-6 hours during business hours.
support@earthunited.eco
Best for: Detailed questions, feature requests, account issues
Monday - Friday: 9:00 AM - 6:00 PM CET
Response time: 4-6 hours during business hours
Before You Contact Us
Quick Self-Help
Many questions can be answered quickly by checking these resources first:
- Getting Started Guide - For new users and basic setup questions
- Troubleshooting Guide - Solutions to common problems
- Credits System - Understanding billing and credits
- AI Research Tools - How to use our AI agents effectively
What to Include in Your Support Request
To help us assist you quickly and effectively, please include the following information when contacting support:
For Technical Issues
- Your account email address
- Project name and ID (if applicable)
- Browser and version (e.g., Chrome 120, Safari 17)
- Operating system (Windows 11, macOS 14, etc.)
- Exact error message (copy and paste if possible)
- Steps to reproduce the issue
- Screenshots (if helpful)
- Time when the issue occurred
For Project Questions
- Project name and type (garden or bigger project)
- Project location (general area)
- Specific question or challenge
- Current project settings (what you've configured so far)
- Your goals and timeline
- Any constraints or limitations
For Billing Questions
- Account email address
- Transaction details (date, amount, payment method)
- Current credit balance (visible in top navigation)
- Specific billing question
Support Categories
Technical Issues
We can help with:
- Login and authentication problems
- Website errors or loading issues
- AI agent not responding correctly
- Project creation failures
- Map loading or location selection issues
- Performance and speed problems
Project Guidance
We can help with:
- Choosing the right project type
- Understanding project settings
- Interpreting AI research results
- Plant selection recommendations
- Sustainable design principles
- Local regulations and permits
AI Research Support
We can help with:
- Understanding AI agent responses
- Choosing the right AI agent
- Improving AI research quality
- Conversation history management
- AI credit usage optimization
- Getting better research results
Billing & Account
We can help with:
- Credit balance questions
- Subscription management
- Payment processing issues
- Account upgrades/downgrades
- Refund requests
- Invoice and receipt requests
Learning & Resources
We can help with:
- Accessing video courses
- Finding relevant handbooks
- Research methodology questions
- Sustainability best practices
- Educational content recommendations
- Learning path suggestions
Response Time Expectations
High Priority
1-2 hours response
- System-wide outages
- Payment processing failures
- Account access issues
- Data loss concerns
Standard Priority
4-6 hours response
- Technical bugs and errors
- Feature questions
- Project guidance requests
- AI research support
Low Priority
24-48 hours response
- Feature requests
- General questions
- Educational content requests
- Enhancement suggestions
Alternative Resources
Feature Requests
Have an idea for improving EcoDesign? We'd love to hear it! Learn how to submit feature requests and see what others are requesting.
Emergency Technical Issues
Critical Issues
For urgent technical issues that prevent you from using EcoDesign entirely:
- Call us directly at +31 612 535 403
- Email support@earthunited.eco with "URGENT" in the subject line
- Include your account details and a brief description of the problem
Thank You!
We appreciate your patience and understanding. Our goal is to help you succeed with your ecological design projects. Your questions and feedback help us improve EcoDesign for everyone!