Contact Us
We would love to hear from you. Whether you have a question about Rust Shield, need a hand with a scan or a subscription, want to report a problem, or have feedback that could make the product better, this page explains every way to reach us and what to expect once you do.
How to reach us
The fastest way to get help is by email. Our support team reads every message and works through requests in the order they arrive.
- Support email: [email protected]
- Phone: [Support phone number]
- Registered address: [Registered business address]
- Support hours: Mon–Fri, 9am–6pm
Messages sent outside of our support hours are still received and will be picked up on the next business day. We do not offer 24/7 phone coverage, so for anything time-sensitive we recommend email, which is monitored most closely.
Live chat
You can also chat with us live using the chat widget on our website. Look for the chat bubble in the corner of any page at rustshieldsecurity.com. During our support hours a real person is usually available to answer straight away; outside those hours you can still leave a message in the chat and we will reply by email. The same chat experience is available from inside the Rust Shield app, so you can ask for help without leaving the product.
Response times
We aim to reply to every email and chat message within one business day. Most straightforward questions are answered much sooner than that. More involved issues, such as those that need our engineering team to reproduce a problem, may take a little longer, and we will keep you updated on progress rather than leaving you waiting.
Priority support is included with the Pro plan, so Pro subscribers are moved to the front of the queue and typically hear back faster.
What to include in your request
To help us resolve your issue as quickly as possible on the first reply, please include as much of the following as you can when you get in touch:
- Your order or subscription ID (if your question relates to a purchase, renewal, or refund). This is on your purchase confirmation email.
- The email address associated with your Rust Shield account or purchase.
- Your operating system and version (for example, Windows 11 or macOS Sonoma 14).
- The Rust Shield app version you are running. You can find this in the app under Settings or the About screen.
- Which plan you are on (Free, Plus, or Pro).
- A clear description of the problem, including what you were doing when it happened and any error messages you saw. Screenshots are extremely helpful.
- Steps you have already tried, so we do not suggest something you have already ruled out.
The more detail you provide up front, the fewer back-and-forth emails it takes to reach a fix.
What we can help with
Our support team can assist with a wide range of topics, including but not limited to:
| Category | Examples |
|---|---|
| Installation & setup | Downloading, installing, and activating Rust Shield on Windows or macOS |
| Scanning & detections | Questions about scan results, quarantine, and suspected false positives |
| Definitions & updates | Malware definition updates and keeping protection current |
| Subscriptions & billing | Upgrades, downgrades, renewals, invoices, refunds, and cancellations |
| Features & plans | Real-time protection, web protection, cloud backup, and network scan |
| Account & privacy | Data requests, account changes, and privacy questions |
Reporting a security issue
If you believe you have found a security vulnerability in Rust Shield or in our website or services, please email us at [email protected] with the details and, where possible, steps to reproduce it. We take these reports seriously and will investigate promptly. Please give us a reasonable opportunity to address the issue before sharing it publicly.
Reporting a suspicious file or false positive
If Rust Shield flagged a file you believe is safe, or you have a file you think should be detected but is not, let us know by email. Include the file name, where it came from, and the exact detection name shown in the app. Please do not attach live malware samples directly; instead describe the file and wait for us to advise on a safe way to share it if we need to.
Before you contact us
You may find your answer even faster in our self-serve resources:
- Frequently asked questions: our FAQ section covers the most common questions about downloading, scanning, plans, and billing.
- Legal & policy pages: for questions about your rights, our obligations, and how the service works, see our Terms of Service, Privacy Policy, Cookie Policy, End User License Agreement, License, Refund Policy, and Cancellation Policy.
Company details
Rust Shield is operated by [Registered company name], located at [Registered business address]. Our services are governed by the laws of [Governing jurisdiction]. If you need to reach us in writing for a formal or legal matter, please use the registered address above and, where possible, also email [email protected] so we can acknowledge receipt quickly.
Media & partnership enquiries
For press, partnership, or business enquiries, email us at [email protected] with a short summary of what you have in mind and the best way to reach you. We will route your message to the right person on our team.