Customer support

Help for learning, readiness and payments.

Support is handled by email and triaged on Sydney business days.

Get help

Email support@theai.institute. Include the affected product, account or purchase email, the page address, what you expected, what happened, the time and timezone, and a screenshot if it is safe to share. Never send passwords, card details, private control-room links or readiness transcripts.

Payments and refunds

Include the receipt or invoice reference, but not payment-card details. Refund requests follow our refund policy.

Privacy and data requests

For access, correction, deletion or privacy complaints, email privacy@theai.institute. We may need to verify your identity before acting.

Security reports

Email security@theai.institute with a concise description and safe reproduction steps. Do not access other people's information, disrupt the service or include sensitive data in the report.

Service incidents

For an active customer-impacting incident, put “service incident” and the affected product in the subject line. We will triage impact, preserve evidence, restrict unsafe functionality where necessary and communicate recovery through the customer contact on record.