Troubleshooting · Students & Scholars · Updated
For any questions or issues not covered in this help center:
Support is available Monday through Saturday. Most issues are resolved within a few hours; complex cases may take longer.
Support is provided primarily in English. If you write in another language, the team will do their best to assist, but response times may be longer due to translation. For the fastest resolution, write in English if you can.
No. All support is handled via email at hello@sovrano.ai. This ensures accurate documentation and allows the team to route your issue to the right specialist.
The support team operates primarily in CET/CEST (Central European Time). Emails sent during CET business hours (Monday–Saturday) typically receive the fastest responses. Emails sent outside these hours are addressed the next business day.
Reply to the original email thread to follow up. The team tracks all requests and will provide updates as they progress through resolution.
For project-specific questions (task guidelines, quality feedback, scheduling), contact your project lead on Discord. For platform issues, payments, account problems, or policy questions, email hello@sovrano.ai.
Email is the only support channel at this time. If your issue involves sensitive or confidential information, mark your email as confidential and the team will handle it with appropriate care. All support communications are treated as private.
Reply to the same email thread and explain your concern. If the issue is not resolved after follow-up, ask for the matter to be escalated to a senior team member.
Each evaluator should contact support from their own registered email address. This is required for identity verification and account security. If you're helping a colleague, encourage them to send the email themselves.