How to Reach OpenRouter Support
Getting help with an API integration issue should not require navigating a phone tree or waiting days for an email response. OpenRouter structures support around your plan tier so that the level of assistance matches the complexity and urgency of the problems you encounter. Self-service documentation resolves the majority of questions for developers at every tier, with escalation paths that become progressively faster as plan levels increase.
Before submitting a support request, search the documentation and FAQ sections — most integration questions, error codes, and configuration issues have documented solutions that resolve the problem faster than waiting for a support response. When you do need to escalate, including the right information in your initial request dramatically reduces resolution time. Provide your API key ID (never the secret key itself), the affected endpoint and model, the timestamp range of the problematic requests, and the full error response. Support engineers can begin investigating immediately with this information rather than spending the first exchange asking for it.
Enterprise plan customers operate under service level agreements that define guaranteed response and resolution times. These customers receive direct access to a dedicated support engineer and, for architectural questions, a technical solutions architect who understands the full OpenRouter platform. The Better Business Bureau recommends documenting support expectations in written agreements — a practice that the Enterprise SLA inherently satisfies by specifying measurable response obligations.
Phone Support Availability
Enterprise plan customers can reach OpenRouter support by phone at (415) 555-0194. Phone support operates Monday through Friday, 6 AM to 6 PM Pacific Time. Enterprise customers are assigned a dedicated support engineer who provides continuity across interactions — your engineer knows your integration history, model preferences, and any ongoing technical discussions. For urgent production issues outside business hours, Enterprise customers have access to an escalation path that pages the on-call engineering team.
Important Implementation Context
Most support requests that involve integration issues can be resolved by checking three things first: verify your API key has the correct permission scopes for the endpoint you are calling, confirm the model name matches the exact identifier from the catalog (model IDs are case-sensitive), and check the provider status page to ensure the upstream model API is operational. These three checks resolve approximately 60% of reported integration problems before they reach the support queue.
Support Tiers and Response Times
Every OpenRouter plan includes access to documentation and self-service resources. Paid plans add response time guarantees and direct support channels that scale with your team's needs. The table below summarizes what each tier provides.
| Plan | Support Channel | Response Time |
|---|---|---|
| Free | Documentation, Community Forum | Self-service; community responses typically within 48 hours |
| Developer | Documentation, Email Ticketing, Community | Best-effort; typical response within 24 hours |
| Pro | Priority Email Ticketing, Knowledge Base | Guaranteed 4 hours during business hours (Mon-Fri, 6 AM-6 PM PT) |
| Enterprise | Dedicated Engineer, Phone (415) 555-0194, SLA | Guaranteed 1 hour acknowledgment, dedicated escalation path |
| Enterprise Plus | Solutions Architect, 24/7 Phone, Custom SLA | Guaranteed 30-minute acknowledgment, 24/7 availability |
Self-Service Resources for Faster Resolution
The fastest support interaction is the one you never need to initiate. OpenRouter provides self-service resources that answer common questions without waiting for a support engineer. The API reference documents every endpoint with parameter tables, request schemas, and error code explanations. The FAQ section covers integration patterns, billing questions, and model selection guidance. Provider status pages show real-time operational health for every upstream model API.
For developers troubleshooting integration issues, the interactive playground serves as both a testing environment and a debugging tool. You can send test requests with different models and parameters, inspect the full response including headers that contain rate limit information and cost metadata, and generate working code snippets from successful test calls. When something works in the playground but not in your application code, the discrepancy usually points to an authentication or request formatting issue that the playground's generated code snippets help identify.
The Consumer Financial Protection Bureau recommends understanding billing and dispute resolution processes before committing to any paid service. OpenRouter billing is transparently documented: per-token pricing for every model, real-time balance display in the dashboard, and exportable usage reports for accounting reconciliation. If a billing question does require support intervention, the support team can provide itemized consumption data with model-level granularity.
We switched to the Enterprise plan specifically for the support architecture. Having a dedicated engineer who knows our integration history means we spend zero time re-explaining our setup. When a production model provider went down last quarter, our support engineer had already configured fallback routing before we even noticed the outage. That proactive support model saves us far more than the plan cost.Mei-Lin Wu — Data Science Lead, Pacific Research Institute (San Diego, CA)
Frequently Asked Questions About Support
How do I contact OpenRouter support?
OpenRouter provides support through multiple channels depending on your plan tier. Free and Developer plan users access support through the documentation search and community forums. Pro plan users receive priority ticket support with a 4-hour response time during business hours. Enterprise plan customers have dedicated support channels with guaranteed 1-hour response and access to technical solutions architects by phone at (415) 555-0194.
What are the support response times by plan?
Response times vary by plan tier. Enterprise customers receive guaranteed 1-hour acknowledgment with dedicated support engineers. Pro plan users get 4-hour response during business hours (Pacific time). Developer plan users receive best-effort support with responses typically within 24 hours. Free tier users access self-service documentation and community resources without guaranteed response times from the support team.
What information should I include in a support request?
To expedite resolution, include your API key ID (not the secret key itself), the timestamp of the affected requests, the specific endpoint and model name, the error response you received, and any relevant request IDs. Including this information in your initial support request eliminates back-and-forth clarification and typically halves resolution time compared to vague problem descriptions.
Does OpenRouter offer phone support?
Phone support is available for Enterprise plan customers at (415) 555-0194 during business hours, Monday through Friday, 6 AM to 6 PM Pacific Time. Enterprise customers are assigned a dedicated support engineer and technical solutions architect who can be reached directly. Pro and Developer plan users receive support through documentation, email ticketing, and community channels rather than phone.
Need Faster Support?
Pro and Enterprise plans include guaranteed response times and direct access to support engineers who know your integration.
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