Contact
Talk to the people who build Black Hole
Black Hole is run by a small team, and the same people who write the code answer the email. There is no ticket maze and no outsourced first line. Pick the channel that matches your question below — routing it correctly is the single biggest thing you can do to get a fast, useful answer.
Last updated 21 September 2026
Where to write, and what to expect
Every channel below reaches a real inbox that is read on working days, Monday to Friday, in UK hours. The response times are the outer edge of what we aim for rather than an average; most support email is answered the same day. If something is genuinely urgent — a published site is down, or a charge looks wrong — say so in the subject line and we will jump the queue.
Builds that fail, publishing problems, credits that did not apply, or anything that behaves differently from what the documentation describes. Include your account email and, where possible, the project name and roughly when the problem happened — that is usually enough for us to find the build log without asking you for anything else.
Upgrades, downgrades, invoices, VAT details, duplicate charges and refund requests. Payments are processed by Stripe, so we can see the invoice reference but never your full card number. Quote the invoice ID from your receipt email to get the fastest answer.
Access, correction, export, restriction and deletion requests under GDPR, the UK GDPR and the CCPA. We verify that the request comes from the account holder before acting on it, which normally means replying from the address the account is registered to.
Interviews, review units, integration proposals and anything involving the Black Hole name or logo. Tell us the publication or company and your deadline in the first message so we can prioritise correctly.
Report a suspected vulnerability here rather than on social media. We do not pursue legal action against researchers who act in good faith, avoid accessing other people's data and give us a reasonable window to ship a fix before publishing.
Send us a message
This form composes an email in your own mail app and addresses it to the right inbox. We do this deliberately rather than storing messages on our servers: it means your enquiry never sits in a third-party support database, and you keep a copy of everything you sent in your own sent folder.
Before you write: things we can answer instantly
A large share of the email we receive is already covered in writing, and reading the relevant page is usually faster than waiting for a reply. If your build produced something you did not expect, the prompting guide explains how Black Hole interprets a brief and which details change the output most. If a publish failed, the publishing guide lists the four reasons that account for almost every failure. If your credit balance moved in a way you did not anticipate, the credits page breaks down exactly what each kind of action costs and why a plan step costs more than a conversational reply.
We would still rather hear from you than have you stuck. If you have read the page and it did not help, tell us which page you read — that is genuinely useful feedback, because it means the documentation has a gap we should close.
Company details
Black Hole is operated as an independent software product. Correspondence that must be sent on paper — formal legal notices, for example — should be addressed to the operator of the service and emailed in parallel to hello@blackwhole.online so that we can acknowledge receipt promptly. For anything routine, email is not just acceptable, it is strongly preferred and very much faster.
We do not operate a telephone support line. A small team answering the phone would mean slower written answers for everyone else, and in practice almost every question about a build is easier to resolve when we can look at the same project and log that you are looking at.