> ## Documentation Index
> Fetch the complete documentation index at: https://docs.moxus.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Troubleshoot issues and submit feedback through the Contact Us form with useful diagnostic details.

If a request fails, cost looks wrong, or a payment issue appears, start with Usage and Billing. If you still need help, submit feedback at `https://moxus.cloud/contact`.

## Self-check first

1. Open Usage and find the request near the failure time.
2. Review failure reason, request ID, model name, and cost.
3. Check whether the API key is enabled, not expired, and not quota-limited.
4. Confirm the model name and capability in Model Square.
5. Confirm the Base URL for the protocol. OpenAI-compatible calls usually use `https://moxus.cloud/v1`.

## Contact form

The Contact Us form asks for:

* Name
* Email
* Phone
* Subject
* Message

Include these details when relevant:

* Request time.
* Model name.
* Base URL and endpoint path.
* Request ID or failure reason from Usage.
* Error `message` returned by the API.
* Screenshots or payment evidence with sensitive data masked.

<Warning>
  Do not submit full API keys, passwords, card numbers, or unmasked private business data. Mask keys if they must be shown.
</Warning>

## What to provide

| Issue type        | Useful details                                               |
| ----------------- | ------------------------------------------------------------ |
| Failed call       | Time, model, Base URL, error message, Usage request ID       |
| Unexpected cost   | Billing change, Usage record, model, input and output tokens |
| Top-up issue      | Payment time, amount, method, and receipt                    |
| Model unavailable | Model name, endpoint, request parameters, and failure reason |
| Account security  | Suspicious time, affected key, and abnormal usage screenshot |

## Related docs

* [FAQ](/en/overview/faq)
* [Dashboard and usage](/en/platform/dashboard-and-usage)
* [API keys](/en/platform/account-and-keys)