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SUPPORT & HELP CENTER

How can we help you?

Search our knowledge base, browse FAQs, or chat with our team. We're here Mon–Fri 09:00–18:00 ICT (GMT+7) and reply within 4 hours during business hours.

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Live Chat

Click the chat button (bottom-right). Avg reply 4 hours.

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Email

support@zerooptimize.com
Reply < 24h (Pro+ < 4h)

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Phone (Studio+)

+66 64-634-1384
Mon–Fri 09:00–18:00 ICT

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System Status

status.zerooptimize.com
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📚 Knowledge Base

Browse by topic

52+ articles · Updated weekly · Available in 4 languages

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Getting Started

First-time setup, account creation, importing your first project. 12 articles →
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Calculation Engine

How OTTV/BTU/CLTD work, accuracy notes, ASHRAE references. 8 articles →
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Features & Workflow

R-Value calculator, baseline comparison, PDF export. 11 articles →
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Billing & Subscriptions

Upgrade, cancel, change payment method, invoices. 9 articles →
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Account & Security

Password reset, 2FA, team seats, API keys. 7 articles →
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Troubleshooting

Common errors, browser compatibility, performance tips. 5 articles →
❓ FREQUENTLY ASKED

Top questions, fast answers

How do I get started with Zero Optimize?
Sign up for a free account at /signup — no credit card needed. You'll get instant access to a 14-day Pro trial. Need help? Click the chat button to talk to our team.
How accurate is the calculation engine?
Our engine implements ASHRAE CLTD/CLF formulas (the same methodology used in IES VE and HAP) plus the OTTV regulatory equation from Thailand's Department of Energy. Output has been benchmarked against EnergyPlus on reference buildings. Always verify with a licensed professional before submitting permits.
How do I cancel my subscription?
From your dashboard → Billing → Cancel Subscription. One click, no calls, no negotiation. Your access continues until the end of the current billing period. See refund policy.
Can I get a refund?
Yes. 14-day money-back guarantee on monthly plans, 30-day on annual. Email support@zerooptimize.com with your account email — we process refunds within 5–10 business days.
Do you offer educational discounts?
Yes! Verified university students and faculty get our Educational Lifetime Free plan with full Pro features. Email hello@zerooptimize.com with your .edu / .ac.th email.
Is my project data secure?
Yes. Data is encrypted at rest (AES-256) and in transit (TLS 1.3). We're PDPA, GDPR, and CCPA compliant. Calculation runs entirely client-side — your design never leaves your browser unless you explicitly save it.
How do I integrate with Revit / Rhino / SketchUp?
Native plugins are on our Q3 2026 roadmap. Today, you can import building geometry via CSV/JSON and export results to integrate with any BIM workflow. Studio+ tiers get early access.
What payment methods do you accept?
Cards (Visa, Mastercard, JCB, Amex, UnionPay), PromptPay (TH), TrueMoney, QRIS (ID), OVO, DANA, ShopeePay, GCash (PH), GrabPay, Apple Pay, Google Pay, plus bank transfer and BNPL (Atome, Kredivo). All processed by Xendit (PCI-DSS Level 1 · ISO 27001).

Can't find what you're looking for? Contact us →

📞 SUPPORT BY PLAN

Response times by subscription

ChannelFreeStarterProStudioEnterprise
Live ChatCommunity✓ 24h✓ 4h✓ 1h✓ 30 min
Email48h24h4h2h1h
Phone Call———✓✓ 24/7
Slack/Teams Channel———✓✓ Dedicated
Onboarding Session——Self-serve30 minCustom
SLA Uptime———99.5%99.9%
Dedicated Success Manager————✓

Still need help?

Our team usually replies within 4 hours during business days. For urgent issues, premium support tiers get priority response.

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