supportNeeds staffed launch rota

Emergency Support

Support must be easy for Persian users when money, login, route access, supplier abuse, or security risk is involved.

Use emergency support for

You paid but your top-up was not credited.
Your account is locked or your Telegram/email login stopped working.
A subscription link, route, or iPhone import flow cannot connect after payment.
You are a supplier and your server is receiving abuse complaints.
You found a security issue or active safety risk.

What to include

Account email or Telegram username, if you can share it.
Top-up reference, payment time, amount, and proof for payment issues.
Session id, route name, client app, device type, and approximate time for connection issues.
Server id, provider, timestamps, and external complaint for supplier abuse.

Response tiers

Payment lockout, active abuse, and security issues should be treated as urgent. General questions, client setup problems, and supplier onboarding can be handled during normal support hours.

Launch requirement

Before advertising, Torna needs a staffed Persian support rota, handoff templates, escalation owners, and a tested process for refunds, abuse, and security incidents.

Emergency triage

Pick the closest case so the first operator sees the right owner, urgency, and evidence. During pre-launch these are promises to staff and test before advertising.

Payment or wallet stuck

Urgent: money locked

Owner: Payment operator + cardholder owner
Target: support@torna.io
Response: Launch target: first human acknowledgement inside 30 minutes when staffed.

Top-up reference
Amount and payment time
Bank/card proof
Wallet or rejection screenshot

Paid route or iPhone import failed

Urgent: paid service unavailable

Owner: Support operator + route owner
Target: support@torna.io
Response: Launch target: triage inside 1 hour and either fix, re-route, or refund decision.

Device and iOS/client version
Session id or route name
Import method
Error screenshot

Supplier abuse or provider notice

Critical: server or identity at risk

Owner: Abuse owner + supplier operator
Target: abuse@torna.io
Response: Launch target: isolate traffic or pause capacity before provider deadlines.

Server id/provider/IP
Provider notice
Timestamps
Whether suspension is imminent

Security or safety issue

Critical: active harm possible

Owner: Security owner
Target: security@torna.io
Response: Launch target: acknowledge quickly, then move sensitive details to a safe channel after PGP/owner confirmation.

Low-detail summary only
Impact
Affected surface
Safe callback path

Start with the right template

Payment or top-up stuck

support@torna.io

Use this when you paid but the wallet was not credited, the cardholder did not confirm, or a refund is needed.

Draft payment case

Login or account lockout

support@torna.io

Use this when email OTP, Telegram login, or account access blocks you from paid service.

Draft login case

Route or iPhone import failed

support@torna.io

Use this when the subscription, QR, compatible client, or Apple profile path fails after payment.

Draft connection case

Supplier abuse complaint

abuse@torna.io

Use this when your server, provider account, or IP receives a complaint connected to Torna traffic.

Draft supplier abuse case

Security or safety issue

security@torna.io

Use this for account takeover, token leakage, payment bypass, or any active safety risk.

Draft security case