When xAI cannot help with an X account or Premium problem

xAI runs Grok inside X.com and the X apps. It does not run X’s account, Premium billing, or day-to-day product operations. The consumer FAQ says issues using X belong with X, not with xAI support.

Take X problems to X

1. Open X Help Center for login, Premium, ads, safety, and account recovery.
2. For Premium refunds or billing, use X’s refund path. X (not xAI) processes those where the law requires it.
3. Message @premium on X when that channel matches your Premium case.

What xAI support still covers

Use Report an issue in Grok (or reply to a Grok receipt email for Grok billing) when the problem is about:

• grok.com, the Grok iOS/Android apps, or Grok Bot
• SuperGrok / SuperGrok Heavy purchased through grok.com or Google Play
• Imagine, Voice, Build, or Grok API on xAI

Include account email, platform, browser or OS, invoice number for billing, and a screenshot or share link.

Linking X to Grok without mixing support queues

On grok.com, Settings → Account → Connect your X Account adds X as a sign-in method and lets xAI read X subscription status for benefits. That link does not move X support tickets onto xAI.

If Grok on X is broken while grok.com works (or the reverse), treat them as separate surfaces. See Check if Grok is down and Use grok.com as the web address.

Pitfalls

• An X Premium+ benefit only applies to the X account that is linked. A different login looks like “I paid and Grok ignores me.”
• Apple Hide My Email / private relay subscriptions must stay on the original Apple sign-in path — that is an xAI login issue, still not an X Help ticket.
• Do not expect xAI staff to reset an X password, lift an X lock, or refund X Premium.