Support

1. Channels

Support runs by email: write to info@oai.sa, preferably from the address linked to your Rushd account so we can verify you quickly. The contact form on oai.sa reaches the same team. Email is the channel on every plan, and the one we prefer for anything that needs a record — billing, account changes, and security reports.

Firms on the Enterprise plan can also reach us by phone on +966 59 885 6501, during the hours in section 2. Priority support on the Enterprise plan means an Enterprise request is taken up ahead of the queue; it is not a service-level agreement and it fixes no response time. Section 14 of the Terms & Conditions — Availability; No Service-Level Agreement — applies to support as it does to the Platform.

2. Hours and Languages

We answer Saturday to Thursday, 08:00 to 17:00 Saudi time (AST), and are closed on Fridays and Saudi public holidays. Support is available in Arabic and English — write in whichever you prefer.

3. What to Include in a Request

Tell us the Firm name and your account email, what you were doing, what happened instead, and roughly when. A screenshot or the exact error text shortens almost every exchange.

For billing matters, add the receipt or payment reference. Refund requests themselves are filed from the billing area inside the Platform.

4. Security Reports

Suspected vulnerabilities and security incidents also go to info@oai.sa — mark the subject clearly. Security reports are read outside business hours as well. Our Security page sets out the responsible-disclosure terms we honor for good-faith research.

5. Incident Notices

If an incident affects your Firm — an outage, degraded performance, or a security event — we notify the affected Firms by email.

6. Suspension Appeals

A Firm whose account has been suspended for non-payment can appeal through support. Write before the 30-day deletion deadline described in the Terms & Conditions; after deletion, nothing can be restored.