DEKREL
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Support

Contact DEKREL about account access, projects, billing, privacy, and security. Send only the information relevant to the issue.

1. Contact

Describe one issue per message. Repeated messages about the same issue may delay review.

DEKREL sends replies and handling results to the email address used for the inquiry. For account, privacy, or payment matters that require identity verification, detailed information may be sent only to the verified email address associated with the account. DEKREL does not promise a fixed response or resolution time.

2. What Support Covers

You may contact us about:

  • Sign-in, email verification, suspected account takeover, and account restrictions
  • Project creation, saving and reopening, final designs and plans, revisions and approvals, and organizational structures
  • Monthly usage, plan application, Korean domestic payments, duplicate charges, and subscription cancellation
  • Requests to access, correct, delete, or suspend personal-information processing, or withdraw optional consent
  • Suspicious access, information exposure, or a DEKREL security issue

Support does not provide or guarantee legal, tax, medical, or financial judgments or business results.

3. Information That Helps Us Investigate

Where available, include:

  • Your DEKREL account email
  • The date and time of the issue and your time zone
  • The screen or feature name
  • The result you expected and what happened instead
  • Brief steps that reproduce or show the issue
  • For project issues, the project URL or on-screen project identifier
  • For payment issues, the payment date, plan, currency and amount, and order or receipt number
  • For display issues, browser, operating system, and device type

Before attaching a screenshot, hide another person's information, project content, payment information, and confidential information. If more information is needed, DEKREL explains what is needed and why.

4. Information You Must Not Send

Do not send:

  • Passwords
  • Sign-in verification or one-time codes
  • API keys, secret keys, or access tokens
  • Full card numbers, card PINs, or card security codes
  • Resident registration numbers, passport numbers, or sensitive information not needed for the issue
  • Another person's personal information, trade secrets, or material you may not disclose

DEKREL does not ask for a password, verification code, API key, or card PIN to investigate an issue. If one has been exposed, change or revoke it through the issuer immediately. Also notify the card issuer or payment provider if payment information was exposed.

5. Domestic and International Payment Questions

For domestic KRW payments, contact DEKREL about plan activation, usage, duplicate charges, cancellation, and DEKREL service errors. Ask the domestic payment provider shown at payment or the card issuer about authorization and cancellation posting times.

For international USD payments, use the support link in the Paddle confirmation email or Paddle Buyer Support for payment method, tax, receipt, invoice, cancellation, and refund questions. Contact DEKREL about accounts, projects, usage, and Generated Outputs.

Use the order or receipt number instead of sending a full card number, PIN, or verification code.

6. Privacy Requests and Identity Verification

For access, correction, deletion, suspension, or withdrawal of consent, provide your DEKREL account email and the action requested.

DEKREL may require sign-in confirmation, account-email confirmation, or other verification appropriate to the request. An authorized representative may need to show authority.

If identification is strictly necessary, DEKREL first explains the required information, submission method, and retention rule. Do not send identification or a resident registration number before receiving those instructions.

7. Security Issues and Suspected Account Takeover

If you see activity you did not perform, change the password with the relevant service when using an external sign-in method such as Google. If the email account may be compromised, review its password and active sessions. For DEKREL password sign-in, report the suspected takeover using the contact above. Revoke and replace exposed API keys or access tokens through their issuer.

When reporting a security issue, include when it was discovered, the affected URL or feature, potential impact, and the minimum steps needed to reproduce it. Do not continue accessing another person's account or data and do not alter data. Stop after the minimum activity needed to identify the issue.

Notify the card issuer or payment provider immediately about urgent payment fraud. If personal information may have been exposed, explain what information and when.