Sent email support but no response | Pickaxe

Pickaxe

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Q: Sent email support but no response

I have sent an email to support for help. but still waiting a response. can you you check email support.

hoangbao2106PLUSJun 16, 2025

Founder Team

Nathaniel_Pickaxe

Jul 15, 2025

A: Hey! Did you get a reply? We usually have sub-24 hours response times for support emails!

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1. That’s incorrect. You offered a Pro LTD on AppSumo via an email titled “Buy Higher Limits with a One-Time Purchase,” stating users could “add select features of our Pro Tier… upload more files, connect more actions, and activate a lower revenue share.” This implied Pickaxe’s API access was included. Are you saying even those who spent ~$1.8–2k on Pro LTD add-ons got no Pickaxe API, only files/actions? That wasn’t clearly stated and should’ve said “no Pickaxe API.” Later, a Pro subscription discount clarified API was included, but the earlier confusion lasted year+ 2. You sell an AI tool that connects to apps, yet unlike others on AppSumo, you didn’t clearly communicate future updates or API plans, a major mistake. 3. This damaged trust, especially around LLM updates and API access. 4. To rebuild trust see question below with answer.
This should have been communicated at the start of the deal. Additionally, when you provided an LTD for Pro outside of AppSumo via email, this was also poorly communicated, as there was no mention of access to Pickaxe API usage at the time. We had no idea what we were buying exactly and only had 48 hours to respond. AppSumo buyers, like LTDs, feel cheated due to poor communication twice or more now. I will be honest with you; I advise people not to use your software in forums and communities, as important features have not been communicated properly multiple times, which lowers trust in Pickaxe as a whole. If you want to regain people's trust, I would either include Pickaxe’s API in the Appsumo deal or provide a comprehensive LTD discount for Appsumo users that explains all the features you get, including how to access Pickaxe's API.
Nathaniel, you still didn't answer my question about having access to the Pickaxe API. AppSumo users expected it to be included in the deal, but instead, you changed the terms after the LTD ended and now only include it in the Pro subscription ($147 a month, up from $97 a month) outside of AppSumo, which is not right. You should include it in our AppSumo LTD. This is why you keep getting negative reviews.
in the meantime while this feature gets built, is there a way we can build it ourselves with a custom script?

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