Support Policy

Last updated: June 12, 2026

We are committed to helping you get the most out of Phantom Desk. This Support Policy outlines what is covered, how to reach us, and what to expect.

1. What is Covered

Our support team is happy to help with the following:

• Installation Issues: Help with downloading, installing, and launching Phantom Desk on macOS and Windows.
• License Activation: Assistance with activating your license key, including resolving activation errors or transferring a license to a new machine.
• Application Errors: Troubleshooting crashes, freezes, or unexpected behavior within the Phantom Desk application.
• Feature Questions: Guidance on using features including voice AI, screenshot AI, ghost mode, always-on-top, and text chat.
• API Key Setup: Help configuring your Cerebras or other AI provider API key within Phantom Desk.
• Compatibility Issues: Assistance with OS-specific problems or conflicts with other software.
• Account Issues: Help with account access, password resets, or email changes.

2. What is Not Covered

The following fall outside the scope of our support:

• Third-Party AI Provider Issues: Problems with Cerebras, Groq, or other AI provider services (API outages, rate limits, billing). Please contact your AI provider directly for these issues.
• General AI/ML Questions: We cannot provide general AI consulting or help with unrelated AI/ML projects.
• Custom Development: We do not offer custom feature development or bespoke modifications to the Software.
• Hardware Issues: Problems with your computer hardware, operating system, or network configuration that are not specific to Phantom Desk.
• Misuse or Violations: Support will not be provided for uses that violate our Terms of Service.

3. Response Time Expectations

We aim to respond to all support inquiries as follows:

• Initial Response: Within 24 hours on business days.
• Critical Issues (application won't launch, license not working): Prioritized response, typically within 12 hours.
• General Questions: Within 24-48 hours.
• Feature Requests: Acknowledged within 48 hours, though implementation timelines vary.

Note: Response times may be longer during weekends, holidays, or periods of high volume. We appreciate your patience.

4. Priority Support

Customers on the Pro and Lifetime plans receive priority support, meaning:

• Your support tickets are prioritized in our queue.
• Faster response times (typically within 12 hours for all inquiries).
• Direct escalation for critical issues.

5. How to Report a Bug

If you encounter a bug, please send an email to support@fapbin.com with the following information to help us resolve it quickly:

• Subject line: Start with "[Bug Report]" for faster triage.
• Your OS: macOS version (e.g., macOS 15.2 Sequoia) or Windows version (e.g., Windows 11 23H2).
• Phantom Desk version: Found in the app settings or About screen.
• Description: What happened, what you expected to happen, and steps to reproduce the issue.
• Screenshots or screen recordings: If applicable, visual evidence helps us diagnose issues faster.
• Error messages: Copy and paste any error messages you see.

6. Feature Requests

We welcome feature requests and suggestions. Send your ideas to support@fapbin.com with "[Feature Request]" in the subject line. While we cannot guarantee implementation of all requests, we review every suggestion and prioritize based on user demand and feasibility.

7. Updates & Maintenance

• Lifetime plan holders: Receive all future updates at no additional cost.
• Pro plan holders: Receive updates during their active license period.
• Starter plan holders: Receive the version available at the time of purchase.

We will make reasonable efforts to notify users of significant updates or planned maintenance via email.

8. Escalation

If you feel your support issue has not been adequately addressed, you may escalate by replying to the existing support thread with "[Escalation]" in the subject. Escalated issues are reviewed by senior team members within 24 hours.