Get help

A few details up front save a round trip:

• Your organization: the name shown under MatMul at the top of the console sidebar.
• The instance or job: its id or name, from the Instances page, matmul instance ls or matmul ls.
• When it happened, with your time zone.
• What you did and what you saw: the command or button, and any error message copied as text rather than a screenshot.

Never send API keys, private SSH keys or card numbers. We will never ask for them.

There's no SLA and no on-call rota yet. We aim to reply within one business day, but that's a goal, not a guarantee.

If something is costing you money right now, such as a machine you can't terminate or charges you don't recognize, put URGENT in the subject line and we'll look at it first. To stop billing on a machine yourself, terminate it from its instance page or run matmul instance rm <name> (matmul down <name> for a job).

Before writing in, check Status to see whether it's a known problem.

MatMul is prepaid. Your balance and every charge and top-up are on the Billing page in the console (org owners only) and in matmul billing ledger.

• A charge looks wrong? Email us with the instance or job id and the ledger entry. We'll check it against our records and tell you what we find.
• Unused credit: you can ask for a refund of credit you haven't used. We decide case by case. Credit already spent on running machines isn't refundable, including machines left running by mistake.
• Account frozen or a top-up refused? Accounts have daily spending and top-up limits, which can be lower for new accounts, and a zero balance freezes the account until you add credit. If it stays frozen past the grace period, its running machines are terminated. Email us if you need a higher limit.

The full rules are in the Terms of Service.

To report a security vulnerability, email support@matmul.cloud (email) with SECURITY in the subject. Tell us what you found and how to reproduce it. Please don't access other customers' data or disrupt the service while testing, and give us a reasonable chance to fix the issue before you publish it. We don't run a bug bounty.

For questions about your personal data, or to ask us to export or delete it, email privacy@matmul.cloud (email). See the Privacy Policy.

To report abuse coming from a MatMul machine, email support@matmul.cloud (email) with the IP address, the time (with time zone) and what happened. See the Acceptable Use Policy.

• Docs: getting started, public app links and SkyPilot attach.
• Troubleshooting: fixes for SkyPilot connections.
• Status: whether the API is up, and any incidents we're working on.