X (formertly Twitter) operates a social networking and microblogging platform that allows users to post short-form text, images, videos, and live audio. The platform also supports direct messaging, audio and video calls, job search features, and integration with xAI’s Grok AI chatbot.
How to reach a person at X
X Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate X
What you need to know about X
X’s customer service is inconsistent in terms of response times and resolution.
- X’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with X with our insider guide or through our executive contacts.
- Here are our frequently asked questions about X.
X customer service response times
| Phone support | X does not offer phone support. |
| Email support | Response times: Estimated 1 to 5 business days. Most submissions receive automated replies first; resolution times vary based on issue complexity. X does not publish official response time commitments. |
| Live chat | X does not offer live chat with a human agent. The Help Center guides users through self-service articles and form submissions. No live handoff is available. |
| Social media | X’s official support handle is @XSupport on the X platform. Response times can range from a few hours to several days depending on the platform and the inquiry’s complexity. |
| Help center/FAQ | X’s help center/FAQ provides quick answers to common questions regarding you account, how to use X, safety and security, and rules and policies. |
How to resolve a problem with X
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.X mailing address
865 FM 1209
Building 2, Hyperloop Plaza
Bastrop, TX 78602
X loyalty program
You can join Company’s loyalty program, Company, by signing up for an account on the Company website or through their mobile app. Once you’re signed in, look for the loyalty program section, which will be highlighted. Program benefits include special discounts, early access to sales, and exclusive deals.
X social media channels
X executive customer service contacts
Primary Contact
Nikita Bier
Head of Product
1355 Market Street
Suite 900
San Francisco, CA 94103
nbier@twitter.com
Secondary Contact
Keith Coleman
Vice President Product
1355 Market Street
Suite 900
San Francisco, CA 94103
kcoleman@twitter.com
Chief Executive
Elon Musk
1355 Market Street
Suite 900
San Francisco, CA 94103
elon.musk@x.com
X customer service policies
Privacy policy
X’s privacy policy describes how the platform collects, stores, and uses personal data, including information such as email addresses, phone numbers, device data, and browsing activity. It explains how data may be shared with third parties for advertising purposes, and outlines users’ rights to access, modify, or delete their information. The policy also addresses data transfers to the United States and other countries, and compliance with laws including California’s CCPA and Washington State’s My Health My Data Act.
Terms of service
X’s terms of service set out the legal agreement governing use of the platform. They describe permitted and prohibited activities, content ownership, X’s right to access and preserve user data, limitations on liability, and how disputes are resolved. Updated provisions effective January 15, 2026, clarify governing law for both current and future legal claims and X’s authority to remove content deemed harmful or illegal under applicable local laws.
What do X's rules and policies cover?
X’s rules and policies provide guidelines for acceptable conduct and content on the platform. The policies include rules on harassment, hate speech, misinformation, and threats of violence. Violations can result in account suspension or other actions.
X self-service links
How can I reset my X account password?
Visit the login page and click “Forgot password?.” Enter the email address or phone number associated with your account, and you will receive a link to reset your password.
How do I report a tweet or account that violates X’s rules?
Click on the three dots (more options) on the tweet or profile you want to report. Select “Report” and choose the appropriate reason for your report, such as harassment or harmful content.
How can I block or mute an account?
Visit the profile of the user you wish to block or mute. Click the three dots (more options) on the profile page and select “Block” to prevent the person from interacting with you, or “Mute” to stop seeing the person’s tweets in your feed without unfollowing the person.
I'm having trouble logging into my X account. What should I do?
Try resetting your password. If that doesn’t work, contact help center for further assistance.
I received a notification that my account has been suspended. How can I appeal this decision?
If your account has been suspended, you should receive an email from X with instructions on how to appeal the suspension. Follow the link provided in the email to submit an appeal.
I believe my account was hacked. What steps should I take to secure it?
Change your password immediately and enable two-factor authentication for added security. You should also review your account settings and revoke access to any third-party apps you don’t recognize.
I'm experiencing issues with X's website or mobile app. How can I get help?
Visit the X help center for troubleshooting tips.
How long does it typically take for X to respond to support requests?
Response times can vary depending on the nature of the request and the volume of inquiries X receives. However, X aims to respond to support requests as quickly as possible, usually within a few days.
I'm experiencing harassment or abuse on X. How can I get help?
Report the offending accounts using the platform’s reporting tools. You can also block and mute accounts to limit interactions. If you feel unsafe, consider contacting local law enforcement authorities.
Can I contact X customer service by email?
Please note that the company’s email address is not monitored.
Why is X still charging me after my account was suspended?
X’s billing system does not automatically stop charges when an account is suspended. To request a cancellation and refund, submit a billing support request through help.x.com/en/forms and select the Premium or billing category. Include your account handle, the suspension date, and the charge dates. If your account is suspended and you cannot log in to cancel, contact your bank or payment provider to dispute the charge directly.
How do I cancel my X Premium subscription if my account is suspended?
If your account is suspended, you cannot cancel through your account settings. Submit a support form at help.x.com/en/forms and select the Premium/billing issue category. If you subscribed through Apple or Google, contact Apple Support or Google Play directly for refund and cancellation requests, as X directs in-app subscribers to those platforms.
How do I reach a human at X customer service?
X does not offer phone support or live chat. The primary route to a human reviewer is submitting a support form at help.x.com/en/forms and selecting the category that best fits your issue. Most submissions receive automated replies first; responses from human agents typically take 1 to 5 business days and are not guaranteed. For urgent account safety matters, you can also message @XSupport on the X platform directly.
My X account appeal keeps getting an automated response. What can I do?
Automated responses are common for account suspension appeals. If you receive only automated replies, resubmit your appeal through help.x.com/en/forms/account-access with additional context or documentation. Tagging @XSupport publicly on the platform can sometimes prompt a review, particularly for accounts with an established post history. As an additional step, you can contact the Elliott.org advocacy team for assistance. Awaiting further confirmation from X on current escalation timelines.
Does X offer a refund if my account is suspended while I have an active Premium subscription?
X’s Premium FAQ states refunds are not issued for downgrading, though exceptions may apply where required by law. For suspension-related billing disputes, users are directed to submit a billing request through help.x.com/en/forms. If X does not resolve the dispute, filing a chargeback through your bank or payment provider is an option. App Store and Google Play subscribers must request refunds through Apple or Google.
Who is the CEO of X?
X has had no publicly named CEO since Linda Yaccarino resigned on July 9, 2025. Elon Musk holds the titles of owner, executive chairman, and CTO. X Corp. is now a subsidiary of xAI, which became a subsidiary of SpaceX in February 2026.
How to get professional help with your X problem
If you need help with X, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of X?
Submit your review | |
I've had multiple accounts throughout the years, and all 3 of them now have gotten banned with no way to appeal. they SAY there is a way to appeal, by logging in, but when you try to do that it tells you your password is wrong. whatever, reset the password so you're 100% sure, still says it's wrong. So. Infinite cycle of account banned -> login to your account to appeal -> you can't login bc ur banned, good luck.
also there is zero way to speak to a real human being, it's 100% ai.
Horrible customer service I have been contacting x through there bogus help page . Only still in quey is their only reply need help for my business and their service is a joke. But they have no problem taking your monthly money even though you cant access your account. I guess X = FRAUD.
I just made an X account for the first time and was banned immediately. I saw where you could appeal but X wouldn't take my email account. I wasn't allowed to appeal. Not sure what's going on with X. I guess I'll stick to Facebook.
Susnepended acount again and zero idea why ...I keep getting these stupid puzzles to solve that I don't understand.... Now I've forgotten my exact X name or whatever it's called ..going around in circles and just can't solve this and can't find any way to contact X....My email is 100% valid, why can't they just send an email like everyone else...I'm done ..
X fails at keeping the website safe. When reporting accounts that clearly violate the rules, X keeps giving the automated response of " this account has not broken safety policy". This website basically promotes harassment with the way they handle safety.
