Support
A real person reads every message. Here is how to reach us, and what to include so the first reply is a fix rather than a question.
Email us
support@clubtier.com — anything to do with setup, verification, roles or your account.
We aim to reply within one business day. We are based in Greece, so that is Monday to Friday, Athens time.
Before you write
Most problems have the same cause: the ClubTier role sits below the role it is being asked to hand out, and Discord refuses to let a bot assign a role at or above its own position. Check Server Settings → Roles first — it takes ten seconds and resolves it more often than not.
The setup guide covers this and the other common cases: codes not arriving, an email already linked to another account, and members verifying but not receiving Premium.
What to include
Four things let us find the problem in your activity log without a round trip:
- Your Discord server's name
- The Discord username of the affected member
- Roughly when it happened, and your timezone
- What you expected to happen, and what happened instead
Never send us a password, an API key or an access token. We will never ask for one, and we do not need one to help you.
Reporting a security problem
Email security@clubtier.com with enough detail to reproduce the issue. Please give us a reasonable chance to fix it before disclosing it publicly. We will keep you updated on progress and credit you if you would like us to.
Your data
For access, correction, export or deletion requests, email privacy@clubtier.com. Customers can export all lead data as CSV from the dashboard at any time without asking us.
If you are a member of someone's community rather than a ClubTier customer, contact the community you joined — they decide what is collected and we act on their instructions. Our Privacy Policy explains why.
Billing and cancellation
Email billing@clubtier.com. You can cancel at any time and your plan runs to the end of the billing period; the Terms of Service set out the detail.