~24H
CSV won't parse, drop zone rejects the file, "missing column" message. Send the file. I'll tell you what column is missing and (usually) fix the parser so the next person doesn't hit it.
DynoMiata is a one-person project. There's no support team and no ticketing system. Email goes straight to me, and I usually reply inside 48 hours. The sections below cover what I can help with, how long things typically take, and how to recover Pro access if you've lost your unlock.
One address. Add a clear subject line and I'll triage faster.
SUPPORT · BUGS · BILLING · FEEDBACK · LEGAL
SUBJECT LINES HELP: BUG · REFUND · RECOVERY · FEATURE · LEGAL · SECURITY
Concrete things, with rough turnaround times. The number on each cell is what I aim for, not what I always hit.
~24H
CSV won't parse, drop zone rejects the file, "missing column" message. Send the file. I'll tell you what column is missing and (usually) fix the parser so the next person doesn't hit it.
~3D
The number for your car looks wrong (too high, too low, doesn't match a dyno sheet you paid for). Send the CSV. I run it locally and walk you through what the model did.
SAME DAY
You paid Stripe but Pro never activated. Forward the receipt. I issue a fresh unlock link from the Stripe webhook log.
~24H
Double-charged, wrong card, wrong email on the receipt. I move the charge to the right place or refund the wrong one. See refunds.
~3D
"Why does my torque curve dip there?" "What's the correction model assuming?" Anything covered in the methodology page I can go deeper on by email.
~24H
Found a vulnerability? Send it to [email protected] with SECURITY in the subject. I confirm the same day, patch, and credit you in the changelog if you want credit.
A few things that are outside what DynoMiata can help with. None of this is a brush-off; it's just what the tool isn't built for.
No fake "we typically respond in under 4 hours" claim. Here's what actually happens, with the honest variance built in.
support@. Plan for ~5 days in those windows.
~5 DAYS
Don't see a reply after the window above? Reply to your own email or send a new one to [email protected]. Sometimes Stripe webhooks and Gmail filters fight; a bounce is rare but not impossible.
Free users don't have an account. There's nothing to recover; clear your browser and start over. Pro is different. You bought something, you have a receipt, you should be able to get back to your saved runs. Here's how.
DynoMiata Pro isn't an account with a password. It's a session cookie issued to a specific browser after you click your magic-link unlock. If you've lost access to the email you bought with, recovery is manual and requires verifying it's actually you.
To verify, I need at least two of the following three anchors. Email [email protected] with the subject RECOVERY and tell me which two you can produce.
What if I never set a backup contact? Recovery is still possible. The backup-contact field at Checkout is optional, so a lot of buyers skip it. Without that anchor, you can still produce the other two (card last-4 + purchase IP/city). If you can't produce two of the three, I can't safely restore access, because the same proof you'd use to recover is the same proof a third party would use to impersonate you.
Why two and not one? Account-recovery is the single highest-risk surface for any service with paid accounts. Automating it badly is the easiest social-engineering attack path. Two anchors raises the bar enough that I can verify a real owner without exposing the account to handover-by-guess.
Recovery typically takes up to 10 business days end-to-end. Same-day if you can produce the anchors quickly; longer if Stripe takes time to confirm.
Pro authentication is per-browser, not per-device-with-a-password. This means a couple of practical things worth knowing.
Your session cookie sticks to the browser you signed in from. You can sign in on multiple browsers (laptop + phone + tablet) by requesting a fresh magic link from [email protected] for each one. This isn't recovery; it's just how multi-device sign-in works until self-serve re-login ships.
Self-serve re-login (a "send me a fresh magic link" form on the Pro page) is planned and not yet shipped. Until it lands, the support inbox is the path to a fresh link.
Clearing browser data wipes the cookie. If you clear cookies / site data / use a private window, the session is gone. Same recovery path: request a fresh magic link. Your saved runs live on the server (Pro accounts) so they're not lost when the cookie clears.
Solo projects don't last forever, and it would be dishonest to imply otherwise. If DynoMiata ever has to wind down, here's what to expect.
If I ever have to stop running DynoMiata, you'll get plenty of warning and your data leaves with you. No fixed timeline; I can't honestly promise five years or twelve months. But I'll give plenty of notice and publish a way to get every saved run out before the site goes dark.
The if-I-stop language is also on the Pro page under Rule 05 ("If I have to stop"). If you're reading this and the site has gone dark, check my personal site for an explanation.