Contact routing matrix
Every subject prefix Wall accepts, in one table. Use the right tag and your message reaches the right human on the first read — no triage queue, no bouncing tickets. This page is the canonical source; the per-page tables on /press, /security, wall.support/contact, and elsewhere are extracts from this list.
Where to use this
Almost everything routes through wall.support/contact — the in-app support form (Wall menu → Help → Submit) is the canonical intake. Add the subject prefix at the start of the subject line. Press contacts may also go directly via @dumov on Telegram with the [press] tag in the first message.
Untagged tickets default to a 24–72h response window. Weekend tickets are processed Monday morning except [security], which is 24/7. We respond in the language of your ticket — EN, RU, ES, PT, DE, FR fluent in-team; other languages routed via translator with ~24h additional latency.
Prefix table
| Prefix | Routes to | Use for | SLA | Where documented |
|---|---|---|---|---|
[security] | Security on-call (24/7) | Security vulnerabilities, account takeover, payment leaks. Don't post publicly. | < 4h weekdays, 24h critical | /security, wall.support/contact, wall.support/anti-spam |
[bug] | Engineering triage | Reproducible product bug — include device + steps to reproduce | < 24h weekdays | wall.support/contact |
[appeal] | Moderation team | Appeal a moderation action (post removal, account suspension) | < 48h weekdays | wall.support/contact, wall.support/anti-spam |
[safety] | Trust & Safety | Harassment, severe abuse, minor-protection concerns | < 24h on high-severity reports | wall.support/faq |
[content-report] | Moderation queue | Out-of-app content report when in-product Report flow isn't available | < 48h weekdays | wall.support/contact, wall.tg/content-policy |
[legal] | Legal team | DMCA takedown, GDPR data request, legal hold, jurisdiction questions | < 5 business days | wall.support/contact, wall.foundation/founder, wall.tg/content-policy |
[data-export] | Privacy team | GDPR / privacy-law data export — JSON archive of posts, comments, profile, earnings | < 30 days (GDPR statutory) | wall.support/faq, wall.tg/privacy |
[billing] | Billing / accounting | Charged-in-error, content materially mis-described, refund edge cases (Stars are non-refundable by default) | < 5 business days | wall.support/faq |
[verified] | Verification review | Wall ✓ verified-badge application — include handle + links to other verified presences | < 5 business days | wall.support/faq |
[creator] | Creator-program lead | Creator program, paid placement, content collaboration, T4 referral-tier upgrade | < 5 business days | wall.support/contact |
[business] | Founder / partnerships | Partnership, integration, sponsored placement, B2B, investment / acquisition discussions | < 72h weekdays | /press, wall.support/contact, wall.foundation/founder |
[press] | Press team / founder | General press inquiry, brand assets, founder bio, story angles | < 24h weekdays | /press, wall.support/contact, wall.foundation/founder |
[press-urgent] | Press team (deadline lane) | Breaking-news fact-check on a tight deadline | ~ 24h | /press |
[interview] | Founder / scheduling | Interview request with founder Roman Dumov or other team — scheduling, portrait photos | < 48h, scheduling reply | wall.support/contact, wall.foundation/founder |
[fact-check] | Press team | Verify a specific claim before publication | < 24h | wall.support/press, wall.foundation/founder |
[ad-buy] | Ad-network intake | Advertiser inquiries — campaign planning, slot pricing, UTM-tagged campaign URLs | < 72h weekdays | wall.support/case-studies, wall.support/ad-network |
[ad-publisher] | Ad-network intake | Channel admins offering ad slots to the Wall ad-network | < 72h weekdays | wall.support/case-studies, wall.foundation/index, wall.support/ad-network |
Related surfaces
Each subject-prefix area has a deeper page — start with the matrix, drill down into specifics: