Contact & support
Have a question, hit a snag, or want to share feedback? We're happy to help. ReSlug is a small team, so the person who answers your email is the person who can change the product. Below are the fastest ways to reach us, what to include so we can help on the first reply, and the pages that already answer the questions we get most often.
Email us
Write to [email protected]. This is the right address for anything about your account, your links, your custom domain, billing, or a bug you have run into.
To get a useful answer on the first reply rather than the third, include:
- The email address on your ReSlug account. We cannot look up a workspace without it, and we will not act on an account request that arrives from a different address.
- The short link or bio page involved, pasted in full. A slug on its own is ambiguous once custom domains are in play.
- What you expected and what happened instead. For a redirect problem, tell us the destination you set and where the link actually took you.
- A screenshot or a screen recording when the problem is visual, plus the browser and device you saw it on.
- The time it happened, roughly, and your time zone. That lets us find the matching request in our logs.
From your account
Signed in? Use Settings → Send feedback to message us with your workspace context attached, so you do not have to describe your setup from scratch. We reply by email either way.
Response times
We answer within one business day, and usually much sooner. Our working week runs Monday to Friday, Central European Time, so a message sent late on Friday is typically answered on Monday. Anything that looks like an outage or a broken redirect jumps the queue: links that do not resolve are the one failure we treat as urgent regardless of plan.
Billing, invoices, and refunds
ReSlug subscriptions are sold through Paddle, our merchant of record, so your invoices and receipts come from Paddle rather than from us. Email [email protected] with the order number from your confirmation email and we can find the charge, issue a refund, or fix a VAT or company name detail on the invoice. Our Refund Policy covers the 14-day money-back guarantee and how refunds are processed. If you are still deciding which plan you need, the pricing page lists every limit side by side.
Privacy and data requests
For privacy questions, data-access requests, or deletion requests, write to [email protected] from the address on your account. We respond within 30 days, as required by the GDPR. Our Privacy Policy explains what we collect on a click, how long we keep it, and who processes it on our behalf.
Reporting a security issue
If you believe you have found a vulnerability, email [email protected] with "security" in the subject line and enough detail to reproduce the issue. Please give us a reasonable window to ship a fix before publishing, and do not run tests that degrade the service or touch other people's data. We read these reports first and reply to every one.
Abuse and phishing
Short links can be abused. If a reslug.com link points at malware, a phishing page, or anything else that breaks our Terms of Service, send the full link to [email protected] with "abuse" in the subject line. We disable confirmed abusive links and the accounts behind them.
Feature requests
Tell us what is missing. Requests that come with the workflow behind them, what you are trying to do and where ReSlug makes you stop, carry far more weight than a feature name on its own, and several of them have gone straight onto the roadmap. Send them to [email protected] or through the in-app feedback form.
Answers you can get right now
A lot of questions are already covered in the guides. The ones support links to most:
- Setting up a custom domain walks through the DNS records and why a certificate can take a few minutes to issue.
- What UTM parameters are and how to name them consistently explain why two campaigns show up as one in your analytics.
- Tracking QR code scans covers what a scan can and cannot tell you about the person scanning.
- The API guide shows how to create links programmatically, and the Zapier integration does the same without code.
- The redirect checker is the quickest way to see exactly where a link sends a visitor, including every hop in between.
Company
ReSlug is a product of DNH, tax ID L81426021B, Tirana, Albania. We do not run a phone line: everything goes through email so there is a written record of what was asked and what we promised.