Support Policy
GuildPass Support Policy
1. Support Channels
Creators may contact us through:
We typically respond within one business day.
-
Email:
support@guildpass.app
-
Future option: Discord support server (if enabled)
GuildPass does not offer phone support.
2. Support Hours
Support operates:
- Monday–Friday
- 8 AM – 6 PM (Central Time)
There is limited monitoring on weekends for critical issues.
3. What We Support
We provide support for:
- Stripe connection
- Discord OAuth connection
- Role mapping
- Webhook processing
- Membership sync issues
- Billing issues related to the GuildPass subscription
- Onboarding and configuration
4. What We Do NOT Support
GuildPass does not support:
- Discord moderation
- Creator business disputes
- Membership complaints from end-users
- Billing problems between members and creators
- Discord server design or channel creation
- Bugs caused by other bots overwriting roles
- Custom code modifications
5. Creator Responsibilities
Creators must:
- Ensure correct Discord permissions
- Maintain updated Stripe credentials
- Avoid giving other bots conflicting role permissions
- Keep required roles intact
- Inform members of their billing obligations