Support
Stuck? We're a small team that responds fast. Pick the channel that fits - most issues get resolved within a few hours.
Channels
support@crawlbase.com - best for account-specific issues, billing, and bug reports.
SDK bugs, MCP server issues, feature requests. Public and trackable.
Opens the chat widget. Business hours response, fastest for time-sensitive issues.
Real-time uptime and incident history. Subscribe to alerts here.
Before you write us
The fastest support tickets are the ones that include enough context for us to reproduce the issue without asking. Please include:
- The full request URL (with token redacted to
YOUR_TOKEN) and any headers you set. - The full response: body, status code, and the
pc_status/original_statusheaders. - The
ridif one was returned. Lets us trace the request through our logs immediately. - What you expected to happen versus what actually happened.
- Whether it's reproducible: every time, intermittent, or one-off.
Support priority by product
Priority follows the product and its billing model, not a single account plan. Email is available for every product; live chat is available on paid subscriptions.
| Product | Billing | Support priority |
|---|---|---|
| Crawling API | Pay as you go | High, prioritized |
| Crawler | Pay as you go | High, prioritized |
| Smart Proxy | Subscription | By plan tier |
| Cloud Storage | Subscription | By plan tier |
What we can't help with
- Custom scraper requests with no volume. If you need a one-off page parsed, write your own selector. We build new scrapers when there's broader demand.
- Legal interpretation. We can't advise on whether your specific use case is compliant with GDPR / CCPA / target site ToS - talk to your lawyer.