Customer Support

1. How to reach us

Email support@rankizo.com. That is the address for everything — a question about a report, a billing problem, a bug, a privacy request, or a security disclosure.

Rankizo is run by one person, Ha Duy Huy, so the reply comes from someone who can actually change the software rather than from a support tier. Postal and official-mailbox details are at the foot of this page if you need to write formally.

2. What to include

You do not need a template, but these four things turn most reports into a same-day fix instead of a conversation:

• the email address on your account;
• the page you were on — the URL is enough, and it tells us the project and the tool;
• what you expected to happen, and what happened instead;
• roughly when it happened, so we can find it in the logs.

Screenshots help. Please do not send us your password; we never need it, and nobody from Rankizo will ever ask you for it.

3. When you will hear back

We aim to answer within one business day, Monday to Friday, Central European Time. Anything that looks like data loss, a billing error or a security problem jumps the queue and is looked at the same day.

These are targets, not a contractual service level — Rankizo is a small operation and we would rather tell you that honestly than publish a guarantee we cannot always keep. If something is urgent, say so in the subject line and it will be treated that way.

4. What support covers

We will happily help with:

• anything not working the way the product says it should;
• understanding what a metric means, where a number came from, or why two tools disagree;
• account, plan, credit and invoice questions;
• connecting Google Search Console, or setting up the MCP server in your editor;
• exporting your data, or deleting your account.

What we cannot do is act as your SEO consultant. We will explain what a report shows; deciding what to do about your rankings is your call, and as the Terms say, no tool can promise a search result.

5. Billing and cancellation

You can cancel at any time and keep access until the end of the period you have paid for. If you were charged in error, or charged for something you did not get, write to us and we will refund it — section 7 of the Terms sets out the detail, including the 14-day withdrawal right for consumers in the EU and UK.

Invoices are available from your billing settings inside the app. Ask us if you need one reissued with different details.

6. Privacy and data requests

Requests to access, correct, export or delete your personal data go to the same address. We answer within one month, as the GDPR requires, and usually much sooner. There is no charge and you do not have to explain why.

Account deletion is currently done by hand rather than by a button in the interface, so please email us and we will confirm when it is complete. The Privacy Policy explains what we hold and for how long.

7. Reporting abuse or a security issue

If you have found a vulnerability, please tell us before telling anyone else, and give us a reasonable chance to fix it. Send what you found and how to reproduce it to support@rankizo.com with "security" in the subject.

We will not pursue you for good-faith research that stays within your own account and does not access other people's data, degrade the service, or involve crawling third-party sites through ours. We do not run a paid bounty programme, and we will credit you if you would like us to.

If our crawler has visited a site of yours and you want it to stop, disallow Rankizo-Audit in that site's robots.txt — it obeys it — or write to us and we will block the domain outright.

8. Outages

Rankizo depends on external providers for search data, payments and hosting, and sometimes one of them is the problem rather than us. If the service looks down, write to us; we will tell you what is happening and what we know about when it will be fixed, rather than leaving you guessing.