I want to start with transparency.
Every month, we receive thousands of support emails from builders around the world. Despite that volume, our data clearly shows something we’re proud of and want you to know.
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88% of issues are resolved in less than one day
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Average resolution time is ~10 hours
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Many issues are resolved within a few hours when we have the right information
The screenshots above are real support metrics. We’re sharing them openly so expectations are clear and grounded in reality. We’re already helping 88% of users get resolved well within a day, and our goal is to make that 100%. This post is meant to help the remaining cases understand the small but important “hacks” that can significantly speed up resolution when things take longer than expected.
When things take longer, it’s usually not because your issue is ignored. It’s because we don’t yet have enough detail to investigate properly.
What slows resolution down (without anyone realizing)
Emails that say things like:
“My Pickaxe is not working”
We completely understand the frustration behind that message. But from an engineering standpoint, there’s nothing actionable there yet. We have to reply asking follow-up questions, wait for responses, and context gets rebuilt step by step.
Another common delay is sending multiple emails for the same issue. This actually slows things down instead of speeding them up. Multiple threads break context, create duplication, and increase internal back-and-forth. One clear, complete email is always faster than several short ones.
How to get help faster (best practices)
If you want the quickest possible resolution, please include the following in one email:
1. Your registered email ID
Use or mention the email associated with your Pickaxe account so we can instantly locate your studio.
2. The exact Pickaxe link
Direct URLs matter. Studio link + Pickaxe link is ideal.
3. Expected vs actual behavior
A short comparison helps enormously.
Example:
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Expected: Chat summary email after each session
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Actual: No email is sent even after the conversation ends
4. Screenshots with full URL visible
Please avoid cropped screenshots. The full browser URL and surrounding context help us pinpoint the issue quickly.
5. Screen recording (strongly recommended)
This is the fastest way to resolution.
A short 30–60 second recording showing:
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Where you click
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What you enter
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What goes wrong
Our engineering team can literally see the issue through your eyes, which removes guesswork entirely.
6. Recent changes
Let us know if you recently changed:
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Model selection
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Prompts or Model Reminder
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Actions
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Knowledge files
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Access or monetization settings
Small changes can have big effects.
Why this works
Our engineers need to visualize the problem to fix it.
The clearer the picture, the faster the solution.
When we receive:
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correct account details
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the right Pickaxe link
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clear reproduction steps
most issues are resolved the same day, often within hours.
We genuinely care about helping you succeed with Pickaxe. Clear details help us move faster, stay focused, and get you back on track without unnecessary delays.
Thank you for your patience and for being part of the Pickaxe community 