Support
Here's what you can expect from Key-Rex and how to get help when you need it
Service Availability & Uptime
🌐Lightning Network Dependency
Key-Rex relies on the Lightning Network to work. We don't control the Lightning Network (it's a decentralized network), so if it has problems, sign-ins might be temporarily unavailable until it recovers.
What this means for you: If the Lightning Network is having issues, your visitors may not be able to sign in with Key-Rex during that time.
⚡Our Commitment to Service Stability
We aim to maintain high service availability and monitor the Lightning Network status. Our infrastructure is designed to handle authentication requests reliably and efficiently.
💡No SLA for Free Tier
Key-Rex does not include a Service Level Agreement (SLA) or uptime guarantee. We do our best to maintain service availability, but cannot guarantee 100% uptime. If you're interested in guaranteed uptime and SLA commitments, contact us to discuss paid custom solutions.
Support Model
🆓Free Tier Support
Response Time Target
When you contact us through our contact form, we try to respond within 24-48 hours. This is our goal, but we can't guarantee it—response times can vary depending on how many questions we're receiving and how complex your question is.
Response times may vary based on inquiry volume and complexity.
Self-Service Resources
Before contacting us, check out these resources—many questions can be answered quickly without waiting for a response:
- • FAQ Page - Answers to common questions
- • Dashboard Documentation Tab - Complete integration guides, code examples, account linking patterns (including multi-wallet per user), and API reference
- • Dashboard Troubleshooting Tab - Diagnostic tools, common issues, and solutions
- • Open Source Code - Review and audit the codebase yourself
Support Scope
Free tier support covers:
- • General questions about Key-Rex functionality
- • Integration guidance and troubleshooting
- • Bug reports and technical issues
- • Documentation clarifications
Note: We typically cannot provide custom code development, dedicated implementation assistance, or guaranteed response times for free tier users.
Best Practices for Getting Help
To get the fastest help:
- Check the FAQ first
- Review the Troubleshooting tab in your dashboard
- Check the Documentation tab for code examples
- Include relevant details in your support request (error messages, steps to reproduce, etc.)
💼Need Priority Support?
Custom Solutions with Priority Support
If you're interested in priority support with SLA commitments, dedicated assistance, or custom implementation help, we're open to discussing paid custom solutions. Contact us below and we can work together to determine if we can set something up that meets your needs.
What we might include in paid support:
- • SLA-committed response times
- • Priority support queue
- • Dedicated implementation assistance
- • Custom code development if needed
- • Direct communication channels
Data Retention & Privacy
What Data We Collect & Store
We retain your account data for as long as your account is active. All data is stored in our PostgreSQL database. Key-Rex collects minimal operational data necessary for service functionality.
✓ What We DO Store:
- • Account Information: xpub, site ID, subscription status, integration settings
- • Domain Data: registered domains, verification status, verification tokens
- • Usage Statistics: login counts (monthly, yearly, all-time), returning user counts, unique pubkeys, daily/hourly login patterns, domain breakdowns, wallet type login usage, device types (parsed only), referrers
- • Activity Logs: account actions with descriptions and timestamps
- • Disclaimer Acceptance: timestamp only
- • Contact Form Submissions: name (optional), email, subject, message, urgent flag, timestamp
✗ What We Do NOT Collect or Store:
- • IP addresses (for account owners or end users)
- • User agent strings (only parsed device/browser types are stored, not raw strings)
- • Email addresses (except for optional contact form submissions)
- • Names or personal information (except optional name in contact form)
- • Tracking data, analytics pixels, or cookies for tracking
- • Browser fingerprints or device IDs
- • Location data or geolocation information
See our Open Source page for complete transparency. You can review the PostgreSQL schema in the codebase to verify exactly what data is stored.
Data Export
You can export your account data at any time from the Settings tab in your dashboard. Available exports include:
- • Account Data: xpub, site ID, creation date, subscription details, integration settings
- • Domain Data: all registered domains with verification status and timestamps
- • Usage Statistics: complete analytics data including login counts, unique users, daily/hourly patterns, domain/wallet/device breakdowns
- • Activity Logs: your complete account activity history
Note: Contact form submissions are not included in user data exports. All data is exported in JSON format for easy integration with other systems.
🔐Lost Wallet Access
Important: If you lose access to the Lightning wallet you use to sign in to your Key-Rex dashboard, you must create a new Key-Rex account with a different wallet. There is no account recovery—this is by design to prevent bad actors from gaining unauthorized access to accounts.
What this means:
- You cannot recover your existing Key-Rex account if you lose your wallet
- You must create a new account with a new wallet
- Your new account will have a new Site ID
- You will need to update your integration code on your website with the new Site ID
- Your previous account's domains, settings, and statistics cannot be transferred
Recommendation: Keep your Lightning wallet secure and backed up. Consider using a hardware wallet or secure backup method for your wallet keys. Export your data regularly from the Settings tab in your dashboard for backup purposes.
Need Something Custom?
If you're interested in white-label branding (removing Key-Rex references), priority support with guaranteed response times, or custom integrations tailored to your specific needs, we're open to discussing paid custom solutions. Contact us below and we can work together to determine if we can set something up that meets your requirements.
💰 Paid Service
Custom pricing based on your specific requirements
White-Label Branding
Fully custom button styling and branding. Remove all Key-Rex references and use your own brand identity.
Priority Support
Priority support with SLA commitments, dedicated assistance, and faster response times for critical issues.
Custom Integrations
Tailored solutions for your specific infrastructure, workflows, and business requirements.
All custom solutions are paid services. Contact us below to discuss your needs and we can work together to determine if we can set something up that works for you.
Before Contacting Support
To help us assist you more quickly, please check these resources first. Many questions can be answered quickly without waiting for a response.
FAQ Page
Answers to common questions about setup, usage, and troubleshooting
Open Source Code
Review the codebase to understand exactly how everything works
Dashboard Documentation
Comprehensive guides, code examples, and API documentation (after signing in)
Troubleshooting Tab
Common issues, solutions, and diagnostic tools (in your dashboard)
Still need help? If you've checked the resources above and still have questions, we're here to help! Use the form below to send us a message.