Support
We are a small team. Email is the fastest way to reach us.
Contact
hello@nel404labs.co.za
Include your order ID or the URL you scanned so we can look it up quickly.
Office hours: Monday – Friday, 09:00 – 17:00 SAST (UTC+2).
Emails received outside office hours are answered on the next business day.
Emails received outside office hours are answered on the next business day.
Response times
By plan
Free / Starter
24h
within 1 business day
Solo (R499/mo)
8h
within 8 business hours
Agency (R1 199/yr)
4h
within 4 business hours
Times measured during office hours Mon–Fri. Queries sent over weekends or public holidays are treated as received at 09:00 the following business day.
System status
Common issues
Quick answers
- I did not receive my report email. Check your spam folder, then email us with your scan URL.
- My scan is stuck / timed out. FAQ - scan times
- My site is behind Cloudflare and the scan fails. FAQ - Cloudflare/WAF
- I need a refund. Refund policy
- I want to cancel my subscription. Email us with your order ID
- I need a formal invoice for accounting. Email us with your PayFast order ID
- How do I set up scheduled scans? Scheduled scans documentation
- How do I enable white-label branding? Getting started guide
Location
Nel404 Labs • Pretoria, Gauteng, South Africa • hello@nel404labs.co.za