Support & Account Recovery
This page covers two things: how to get general support, and how to recover access to a Pro account when you've lost your primary email.
General support
Email support@dynomiata.com. We aim to reply within 24 hours. We read every email — there's no contact form, no ticket queue, no chatbot.
Lost access to your account email
DynoMiata Pro logins are done via magic links sent to the email address you used at Stripe Checkout. If you've lost access to that email (account deleted, recovery flow failed, employer email rotated, etc.) we have a manual recovery procedure.
How recovery works
Email support@dynomiata.com from any address with the subject "I lost access to my DynoMiata account."
To verify it's actually you, we need at least two of the following:
- The backup contact you set at Checkout. If you provided a phone number or alternate email when you purchased Pro, we can reach you there to confirm.
- The last 4 digits of the card you paid with. We can match this against the Stripe record of your original purchase.
- The approximate date and IP/city of the original purchase. Stripe logs the IP address at checkout; we cross-reference what you tell us against what's on file.
Once verified, we will update the email on your account to a new address you control. The next magic link goes to the new address; your saved runs, mods, and vehicles are unchanged.
Why we don't automate this
Account recovery is the single highest-risk surface for any service with paid accounts. Automating it badly turns into the easiest social-engineering attack path. Until we have enough volume that manual review becomes impractical (~50 emails/week), every recovery is reviewed by a human.
What we won't do
- We will not reset an account based only on "I lost access" with no verification details.
- We will not transfer Pro entitlement to a different person or sell account access.
- We will not bypass Stripe to issue refunds outside the documented refund policy.
What if I never set a backup contact?
If the backup-contact field was empty at Checkout (it's optional), recovery is still possible — it just relies on the other two verification anchors (last-4 of card + purchase IP/geo). If you can't produce either of those, we can't safely restore access.
The simplest way to avoid this entire scenario is to provide a backup contact at Checkout. It's collected only for this purpose and is never used for marketing.
Last updated: TBD before launch.