> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.templated.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Things Our Team Handles Case by Case

Some requests depend on your account and use case. For these topics there is no fixed public answer. A person from our team reviews each request.

**For any topic below: this is handled case by case by our team. Ask in the chat and a team member will help you.**

## Topics handled by our team

- **Discounts and coupons.** Special prices, promo codes, nonprofit or education discounts.
- **Affiliate or partner program.** Referral commissions, reseller and partnership requests.
- **Plans above 25,000 credits per month.** Volume plans, custom plans and custom pricing.
- **API rate limits.** Questions about rate limit numbers and requests for higher limits.
- **Alternative payment methods.** When your card is declined and you need another way to pay (bank transfer, PayPal, invoice payment and others).
- **Custom limits.** More templates, more team members or other limits than your plan includes.
- **Extra or courtesy credits.** Additional credits for the current month.
- **Refunds.** Refund requests for subscription charges.
- **Embedded Editor security details.** Questions about `external-id` isolation and security of the Embedded Editor.
- **Demo calls and meetings.** Requests for a call, a demo or an onboarding session.
- **Account changes done by our team.** Change of account email, account deletion, restoring deleted templates and transferring templates between accounts. See "Account Requests" for what to send.

## What to send in the chat

To help our team answer faster, include:
- The **email of your Templated account**.
- What you need (for example: "We need about 60,000 renders per month").
- Your use case in one or two sentences.
- For refunds: the date of the charge or the invoice number.
- For template requests: the template IDs.

## How to reach our team

- **Chat:** the chat widget on https://templated.io or inside the app.
- **Email:** support@templated.io
- Our team is based in Brazil (GMT-3). Replies may take longer outside business hours and on weekends.
- **Service status:** https://status.templated.io
- **Feature requests and roadmap:** https://feedback.templated.io

## FAQ

Q: Do you have a discount or coupon?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: Do you have an affiliate program?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: I need more than 25,000 renders per month. How much does it cost?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: What is the rate limit of the API? Can you increase it?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: My card was declined. Can I pay another way?
A: First contact your bank or try another card. If it still fails, this is handled case by case by our team. Ask in the chat and a team member will help you.

Q: Can I get more templates without upgrading?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: Can I get a few extra credits this month?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: Can I get a refund?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: How secure is the external-id in the Embedded Editor?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: Can we schedule a demo call?
A: This is handled case by case by our team. Ask in the chat and a team member will help you.

Q: How do I contact a human?
A: Ask in the chat and a team member will reply, or email support@templated.io.