Contact Khroma support

Khroma support is reachable by email for any question about the platform's operation. This article explains when to use it, what information to provide, and when it's better to contact the artist directly rather than support.

Before contacting support

A significant share of questions are answered in the help center. Before sending an email, take a moment to search:

• Use the search bar at the top of the help center home page to check whether an article covers your case.
• Browse the categories: Getting started, Works and editions, Selling, Content, Tax, Buying, About.

If no article covers your case — or if the situation is urgent — contact us.

How to reach us

Email: [email protected]

This is the official channel. We don't offer live chat or a phone line. All exchanges happen by email to keep a written record and to respond in full context.

When to contact Khroma support

Technical issue on the platform

• Error displayed in the dashboard, page that won't load, function that no longer responds.
• Payment button repeatedly failing although you've confirmed your card works elsewhere.
• Transactional email not received (order confirmation, shipping) despite a spam-folder check.
• Accidental deletion of an artwork, lost draft, mistake you want to undo.

Administrative or account question

• Request to change your site's identifier (slug).
• Request for a full export of your data (GDPR).
• Request for permanent account deletion with prior data recovery.
• Billing question on the Khroma subscription side (Intermediate, Pro plans).

Moderation and reporting

• An artwork published on the platform looks infringing (copyright violation, inappropriate content, fake artist identity).
• A newsletter sent by an artist seems abusive (unsolicited send, disguised commercial content).
• Suspicious behaviour from an account (fraud attempt, intimidating message).

Commercial question

• You're a journalist or editor and want to write about Khroma.
• You represent an institution (gallery, art school) and consider a partnership.
• You want to report a bug you identified in the service (bug report with reproduction steps).

When to contact the artist directly rather than support

For anything concerning a work, an order, or a sale, the right contact is the artist, not Khroma.

• Question on a work's details (exact technique, framing conditions, studio visit possibility).
• Status of a placed order (late delivery, address change request).
• Refund or return request.
• Dispute over the conformity of the received work.
• Custom commission or personalised service request.

The artist's email is on their Contact page or by replying to your order confirmation email. See Returns and refunds for the returns framework, Delivery and order tracking for delivery questions.

Khroma has no arbitration power on sales. If you contact us for a dispute with an artist, we'll redirect you to the consumer mediation listed in the artist's Terms of Sale.

How to phrase your message

A well-structured message gets a faster, more accurate reply. Include:

• Your identifier: the email address linked to your Khroma account, your artist name if you're an artist.
• The context: where in the app the problem happens (URL if possible), since when, how often.
• What you expected: the function you were after, the result you hoped for.
• What happens instead: the exact error message, the observed behaviour, screenshots if possible.
• Steps to reproduce (for a bug): 1, 2, 3… what you concretely do.
• What you've already tried: so we don't suggest the same solution.

A typical example:

Hello,

I'm John ([email protected]), an artist on Khroma. Since yesterday (May 5, 2026), I can no longer publish artworks: the "Publish on Artworks page" button greys out for a second then comes back without doing anything. I see this error in the console: NetworkError when fetching.

I tested with another artwork, on Chrome and Firefox, on desktop and mobile: same result. My subscription is active.

Screenshot attached.

Thanks for your help, John

Response time

Response within 48 working hours on average. If your request is urgent (a blocking bug preventing a critical publication, for example), state it clearly in the email subject — URGENT — Cannot publish — so we can prioritise.

Frequently asked questions

Is there a live chat on the site?

No. The only official channel is email. We prefer keeping a written trail, which lets us better understand context and respond accurately.

Is support reachable on weekends?

Support is handled Monday to Friday on business days. A request sent on Saturday will be picked up Monday morning. For critical bugs affecting the entire platform, a technical on-call may intervene outside business hours without delay commitment.

Is support paid?

No, support is free for all users (artists and buyers), regardless of your plan. Pro plan users get priority handling.

What language can I write in?

French or English. Both are supported with no delay difference.

Can Khroma intervene in a dispute with an artist?

Khroma has no arbitration power. The sale is legally between you and the artist. If you disagree with an artist, your remedies are:

1. The consumer mediation listed in the artist's Terms of Sale.
2. The European ODR platform (ec.europa.eu/consumers/odr) for online purchases in the EU.
3. Local small-claims court as a last resort.

Khroma can, on your request, contact the artist to clarify the situation, but without any compelling power.

How do I report illegal or problematic content?

Send an email with the exact URL of the relevant page and the nature of the problem (counterfeit, inappropriate content, identity theft). We review within 48h and take appropriate measures (content removal, account suspension if necessary).