方式一：在线客服（推荐）
在线客服窗口出现在我们所有网站和 帮助中心 的右下角。
打开任意尔比传媒网站，或访问 support.erbimedia.com。
点击页面右下角的黑色聊天按钮。
先用一句话描述你的问题，AI 助手会立即给出答案或相关帮助文章。
如果问题没有解决，回复「转人工」，对话会转交给客服团队。
留下你的邮箱。我们回复时，你会在聊天窗口和邮箱同时收到通知，关掉页面也不会错过。
之后再打开右下角窗口，可以看到之前的全部对话记录，继续在同一个对话里回复即可。
方式二：发送邮件
发邮件到 [email protected]，系统会自动为你创建一个工单。
请用注册账号时的邮箱发送，方便我们查到你的账号。
邮件标题写清楚问题，例如「充值后积分未到账」。
回复会从同一个地址发出，直接回复那封邮件即可继续沟通，不需要重新发新邮件。
方式三：微信服务号
在中国大陆使用微信的用户，可以通过我们的官方服务号联系客服。
打开微信，搜索「尔比日记文化」。
认准认证主体「玉溪尔比日记文化传媒有限公司」，点击关注。
在服务号对话框中直接发送你的问题。
服务时间
人工客服团队位于美国洛杉矶，在工作日（周一至周五，美国太平洋时间）处理问题；在线客服里的 AI 助手全天 24 小时可用。
渠道 | AI 助手 | 人工客服 |
在线客服 | 24 小时 | 工作日（太平洋时间） |
7小时 | 工作日（太平洋时间） | |
微信服务号 EBMD_GROUP | 2小时 | 工作日（太平洋时间） |
太平洋时间比北京时间晚 15–16 小时，所以中国用户白天发来的消息，通常会在北京时间第二天凌晨至上午得到回复。周末和美国法定节假日提交的问题，会在下一个工作日处理。
联系前请准备好
提供以下信息，我们能更快帮你解决问题：
注册账号使用的邮箱或手机号
你在使用的产品或网站
问题的具体描述，以及出现问题的时间
截图或录屏（如有）
涉及充值或订单时，附上订单号
为了你的账号安全，客服永远不会向你索要密码、短信验证码或银行卡完整信息。如果有人以尔比传媒客服的名义索要这些信息，请不要提供，并通过以上官方渠道告诉我们。
常见问题
Q: 同一个问题可以多个渠道同时提交吗？
A: 建议只选一个渠道。重复提交会生成多个工单，反而可能拖慢处理速度。
Q: AI 助手没解决我的问题怎么办？
A: 在对话中回复「转人工」，客服团队会在工作时间内接手。
Q: 在哪里查看之前的对话？
A: 打开网站右下角的在线客服窗口，历史对话都会保留在那里；邮件沟通的记录在你的邮箱里。
The fastest way to reach ERBI Media Global Support is the chat button in the bottom-right corner of our websites. You can also email us or message our WeChat service account.
Our support team can help with sign-in, top-ups and orders, product usage, technical issues, and partnership inquiries.
Option 1: Live chat (recommended)
The chat window appears in the bottom-right corner of all our websites and the Help Center.
Open any ERBI Media website, or go to support.erbimedia.com.
Click the black chat button in the bottom-right corner.
Describe your issue in a sentence. Our AI assistant will answer right away or point you to a help article.
If that doesn't solve it, reply "talk to a person" and the conversation is handed to our support team.
Leave your email address. When we reply, you'll be notified in the chat and by email, so you won't miss it if you close the page.
Reopen the chat window anytime to see your full conversation history and continue in the same thread.
Option 2: Email
Email [email protected] and a ticket is created automatically.
Send from the email address on your account so we can find it.
Use a clear subject line, such as "Credits missing after top-up."
Our replies come from the same address. Just reply to that email to continue; no need to start a new one.
Option 3: WeChat service account
If you use WeChat in mainland China, you can reach support through our official service account.
Open WeChat and search for 尔比日记文化.
Confirm the verified entity is 玉溪尔比日记文化传媒有限公司, then follow the account.
Send your question in the chat.
Support hours
Our support team is based in Los Angeles and handles requests on business days (Monday–Friday, Pacific Time). The AI assistant in live chat is available 24/7.
Channel | AI assistant | Support team |
Live chat | 24/7 | Business days (PT) |
7 hours | Business days (PT) | |
2 hours | Business days (PT) |
Requests sent on weekends or US public holidays are handled on the next business day.
Before you contact us
Including the following helps us resolve your issue faster:
The email or phone number on your account
The product or website you're using
A description of the issue and when it happened
Screenshots or a screen recording, if you have them
Your order number, for top-up or order issues
For your security, our support team will never ask for your password, SMS verification codes, or full card details. If anyone claiming to be ERBI Media support asks for these, don't share them and let us know through one of the official channels above.
FAQ
Q: Can I submit the same issue through several channels?
A: We recommend choosing one. Duplicate requests create multiple tickets and can slow things down.
Q: What if the AI assistant doesn't solve my issue?
A: Reply "talk to a person" in the chat and our team will pick it up during business hours.
Q: Where can I see past conversations?
A: Open the chat window in the bottom-right corner; your history stays there. Email conversations are in your inbox.