// last updated 2026-08-06

Support

DenyFirst is run by a small team, and support is handled directly by the people who build it. There is no ticket maze and no bot. Email us and a human reads it.

How to reach us

• General and product questions: hello@denyfirst.com
• Billing, invoices, refunds: billing@denyfirst.com
• Security issues, in our product or found by our scanner: security@denyfirst.com (see responsible disclosure)

We aim to answer within one business day. We are a US company operating on Eastern time; a message sent overnight is answered the next morning.

What to send

If something went wrong with a scan, the single most useful thing you can include is the scan id shown in your dashboard. It lets us find exactly what happened without asking you a chain of questions.

• The scan id, and the app it ran against.
• What you expected, and what you saw instead.
• Never send us credentials. We do not need your API keys, service-role keys, or passwords to help, and we will not ask for them.

Billing

Charges appear on your statement as DENYFIRST. If you see a charge you do not recognise, email billing@denyfirst.com before disputing it. We would rather refund you directly than have you spend a month in a chargeback process.

Your first scan is free. If it reports an exposure and you choose a plan, the exact amount shown at checkout is charged and a recurring subscription starts. If the free scan is clean, no subscription starts. Cancel renewal from Billing at any time; access continues through the paid period. Exact terms are in the Terms of Service.

What support can and cannot do

We can help you read a report, understand a finding, work out which rule to change, and get a scan running against a backend you own.

We cannot scan an app you have not proven you own. That is not a policy we can make an exception to: authorization is bound to the backend project through the provider, and support has no override. If you have lost access to a project you genuinely own, recover it with your provider first, then connect it here.

Who you are dealing with

DenyFirst is a product of Synton.ai LLC, a Wyoming limited liability company. Registered and support address: 30 North Gould Street, Sheridan, WY 82801, United States. Full entity details are on the legal page.