Introducing support tickets

Our commitment to your success

We know how critical support is when you're building onchain. That's why we're evolving our support approach to give you the fastest, most direct path to solving your development challenges. Whether you're debugging a smart contract or scaling your app, we're here to empower your innovation.

Listening and improving

Our community of builders has always been our greatest source of insight. Over the past few months, you've shared candid feedback about our support experience, and we've been listening intently:

• Inconsistent response times were slowing down your progress
• Navigating support channels felt like solving a complex problem
• The promise of instant help often didn't match the reality

We hear you, and we're making a change.

A new chapter in developer support

On May 30th, we're transforming how you get support. We're moving beyond our Alchemy Platform Discord server to a more focused, efficient support system designed to accelerate your onchain development.

How you'll get support moving forward

We've simplified how you can reach our team:

📬 Email us directly at [email protected]

🧾 Use the new support widget on the Alchemy Dashboard - a one-click solution to get the help you need

Our new support system, powered by Pylon, is built with one goal: getting you back to building, faster.

What you're gaining

This isn't just a change - it's an upgrade designed around your workflow:

✅ Instant confirmation that we've received your request ✅ Smarter prioritization so urgent issues get immediate attention ✅ Direct communication with domain experts who understand your challenges ✅ Structured support that keeps your project moving forward

We're eliminating the noise and friction, giving you a clear path to solutions.

Beyond support: building together

This update only applies to the Alchemy Platform Discord server. The Alchemy Builders Discord (formerly Alchemy University) remains your hub for community learning, events, and builder connections.

Our ongoing commitment

Your feedback doesn't just improve our support - it shapes how we build Alchemy. We're committed to creating tools and experiences that remove barriers, allowing you to focus on what you do best: building revolutionary onchain applications.

We partnered with Pylon to deliver a support experience that:

• Scales with your ambitions
• Provides the clarity you need
• Puts your development workflow first

Thank you, builders

We're grateful for your candid feedback and your incredible work in the onchain ecosystem. Every ticket, every interaction is an opportunity to support the next breakthrough app, the next industry-changing innovation.

Let's build what's next, together.

Frequently asked questions

How do I contact support?

You can email [email protected] directly or use the support widget on the Alchemy Dashboard for one-click access to help.

What is the support widget on the Alchemy Dashboard?

The support widget is a feature on the Alchemy Dashboard that provides a one-click solution to submit support requests and get help from our team.

When did we change the support system?

We transitioned to a new support system on May 30th, moving away from the Alchemy Platform Discord server to a more focused, efficient ticketing approach.

What technology powers our new support system?

The new support system is powered by Pylon and is designed to provide faster resolution times with smarter prioritization and direct communication with domain experts.

What happens to the Discord servers?

The Alchemy Platform Discord server is no longer used for support, but the Alchemy Builders Discord (formerly Alchemy University) remains active as a hub for community learning, events, and builder connections.

What are the benefits of the new support system?

You'll receive instant confirmation of your request, smarter prioritization for urgent issues, direct communication with domain experts, and structured support that keeps your project moving forward.