xAI Reviews, Complaints & Contacts

Contacts

EmailAddress

• Official website (x.ai)x.ai ↗

Customer service & general contact

• Product support ([email protected])[email protected]
• Help center / FAQ for the Grok appsdocs.x.ai/grok/faq ↗

Cancel, billing & returns

• Billing portal (grok.com, logged in)grok.com ↗

Account & login

• Grok web appgrok.com ↗

Corporate & press

• Press inquiries ([email protected])[email protected]

Privacy requests

• Privacy portalx.ai/privacy-portal ↗

Other contacts

• Safety concerns ([email protected])[email protected]

Locations

• Headquarters800 W Cesar Chavez St Austin TX 78701
• Branch office1450 Page Mill Rd Palo Alto CA 94304

Is xAI Legitimate?

BBB, Trustpilot

Legal name

SpaceXAI LLC

Business type

Artificial-intelligence company behind the Grok chatbot, SuperGrok subscriptions, Grok Imagine and the xAI API; its sites now brand it SpaceXSI (formerly SpaceXAI, formerly xAI) and a news post dated Feb. 2, 2026 says SpaceX announced that day that it had

Website

x.aiSource: checked 2026-10-20

Headquarters

Austin, TXSource: Terms of Service - Consumer, checked 2026-10-20

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Complaint record: BBB, Trustpilot and this site's archive

BBB (profile for X.AI, LLC, Palo Alto, CA), as displayed on 2026-10-20: not BBB accredited; BBB Rating F, with the stated reasons "Failure to respond to 52 complaint(s) filed against business" and "52 complaint(s) filed against business"; complaints tab: "52 complaints in the last 3 years" and "41 complaints in the last 12 months"; customer reviews "1 /5 stars, Average of 6 Customer Reviews". BBB's page data shows the file opened 2026-07-23. The first page of the complaints tab shows ten complaints dated from July 23 to September 8, 2026, all with status "Unanswered"; by BBB's category labels, eight are "Product Issues", one "Billing Issues" and one "Service or Repair Issues". One complaint describes a disputed SuperGrok Heavy annual charge and says support requests had not produced the authorization record the consumer asked for. That is a consumer's account, published by BBB, and we have no response from the company on it. These counts describe only the first page.

Trustpilot (profile "Grok", grok.com), as displayed on 2026-10-20: 1.4 from 526 reviews, 482 of them in the last 12 months; star split 7 percent five-star, 1 percent four-star, 3 percent three-star, 8 percent two-star and 81 percent one-star; the profile is unclaimed, and Trustpilot's notice says the company has no history of asking for reviews, so reviews may not be representative. Trustpilot says it does not fact-check reviews.

This site's archive. No published complaint reports are currently linked to this profile. The BBB and Trustpilot figures come from separate platforms and are not added together.

xAI / Grok complaints: cancel, refund, billing disputes and where to report

This page was checked on 2026-10-20. The company's sites now call it SpaceXSI; its Terms name SpaceXAI LLC as the party you contract with, and the business covers the Grok chatbot (grok.com and the iOS and Android apps), SuperGrok subscriptions and the xAI API. The steps on this page are quoted from the company's own pages.

• Cancel or manage a SuperGrok subscription. The company's Grok FAQ (last updated October 10, 2026) says where you manage it depends on where you subscribed: on the web, "Visit grok.com/?_s=billing while logged in" to change plan, update payment or cancel; if the Manage Subscription button does not open, it suggests an incognito window or another browser, and says support can escalate the cancellation to the billing team. Apple App Store subscriptions are handled by Apple; Google Play subscriptions are cancelled through Google Play.
• Refunds. The FAQ says refunds for web (grok.com) or Google Play purchases are handled by the company through its Refund Request form (sign in with the account used for the subscription), that approved refunds "are typically issued to your original payment method within 5-10 business days", and that Apple handles App Store refunds. The consumer Terms, section 8, say: "payments already made are non-refundable, except where required by law." Both statements are on live company pages; read both before disputing a charge. The FAQ also says API credits are non-refundable.
• Unfamiliar large invoice. The FAQ says large unexpected invoices "are often a SuperGrok Heavy yearly subscription, not API usage" and asks you to contact support with the invoice number.
• X Premium is a separate purchase. The FAQ says that if you subscribed through X Premium, "X (not SpaceXSI) would be responsible for processing refund where required by law", and that SpaceXSI does not have operational oversight of X's service; for help with X it points to X's Help Center or the @premium account on X. Terms section 8 says: "Use of Grok on the X platform is not governed by these Terms. To access Grok on X, you must agree to the X Terms of Service."
• Hacked or compromised account. The FAQ says support can cancel the subscription on a compromised account and that "compromised usage generally can't be refunded if the purchase location matches your usual location."
• Contact. Product support and billing questions: [email protected] (the contact page and Terms section 8). For billing matters the FAQ also says to "reply to your receipt email" and to include the account email, platform and invoice or receipt number.
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  Safety concerns: [email protected]. Privacy requests: x.ai/privacy-portal. Press inquiries: [email protected]. The contact page also lists a Help Center, a status page and a Discord community.

• Double charges. The FAQ says a charge that appears on two platforms may be a sign-in mix-up between accounts, and adds: "If you genuinely have a charge on two platforms, contact support to sort out a refund."
• Closing your account. The FAQ says a xAI account can be deleted by following the steps at xAI Accounts, and that "You can restore your account within 30 days by logging in again and confirming restoration." Terms section 9 says that on termination "you will not be entitled to any refund, except where required by law", lists inactivity of "more than 120 days" among the grounds on which the company may terminate, and says that if you believe an account was suspended or terminated in error you can file an appeal by contacting [email protected].
• Price changes. Terms section 8: "if prices increase, we will provide you with reasonable notice, and the new price will apply at your next renewal, allowing you to cancel your subscription if you disagree with the change."
• If the company does not resolve it. Dispute your card charge with your card issuer; for an Apple or Google purchase use that store's refund route.
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  Complaints about business practices can go to the FTC (reportfraud.ftc.gov) and your state attorney general. California residents who believe they were harmed by sexually explicit images can use the California Attorney General's report page named in that office's January 2026 release (oag.ca.gov/report). The Terms' California section also says California residents may report complaints to the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs, 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210 or (916) 445-1254.

• Readers in Europe. The Terms' Europe-specific section says European consumers "have the right to close your account and withdraw from this contract within 14 days of entering into the contract", by an unequivocal statement sent to [email protected].

Before you rely on a refund, note that the Terms (section 14) choose Texas law and Wichita County or Tarrant County, Texas courts for disputes, with an American Arbitration Association fallback if that forum clause is unenforceable, and contain a class action and jury trial waiver "WHERE PERMITTED BY APPLICABLE LAW".

California Attorney General: investigation and cease-and-desist letter (January 2026)

Investigation announced January 14, 2026. A press release from the California Department of Justice (Attorney General Rob Bonta, dated January 14, 2026) says the office is investigating the spread of nonconsensual sexually explicit images produced with Grok, an AI model developed by xAI. The release states: "Today, my office formally announces an investigation into xAI to determine whether and how xAI violated the law." It describes news reports that users had used Grok to "undress" people from ordinary photos, mentions Grok's "spicy mode", and cites one analysis of 20,000 images generated by xAI between Christmas and New Year's. It invites potential victims to file a complaint at oag.ca.gov/report.

Lawsuits: dockets we opened and what they show

Court records

The cases on this page are listed from public dockets on CourtListener as of 2026-10-20. This summary is based on docket entry labels, not the underlying complaints or motions. The claims in these cases are allegations by the parties who filed them; nothing here is a finding. Whether the arbitration, forum and class waiver terms in the consumer Terms affect any of these cases is a question for the courts and is not assessed here.

Court & Public Records

Who operates xAI and Grok

The consumer Terms of Service on x.ai (heading "Last Updated: October 12, 2026") say they form "an agreement between you and SpaceXAI LLC ('SpaceXSI,' 'we,' 'our,' or 'us')" for Grok, Grokipedia and related services. The Privacy Policy (Last Updated October 11, 2026) likewise names "SpaceXAI LLC" and, for privacy requests in the USA, "x.AI LLC". The site footer reads "(c) 2026 SpaceXAI LLC". BBB lists a business named "X.AI, LLC" at 1450 Page Mill Rd, Palo Alto, CA 94304. The Terms say: "SpaceXAI LLC is a Nevada company, with its principal place of business at 800 W Cesar Chavez St., Austin, TX 78701, USA."

The company's news page carries a post dated Feb. 2, 2026, titled "xAI joins SpaceX", that says: "SpaceX announced today that it has acquired xAI." The post gives the date of the announcement; it does not state a closing date. The company's pages have since changed the brand name: the Terms, Privacy Policy and contact page read "SpaceXSI" (the X handle listed is @SpaceXSI), while the Grok product name and the grok.com and docs.x.ai domains continue. Some Terms wording refers to "our corporate affiliates, including but not limited to any X, Cursor, or SpaceX entity", and section 8 says Grok on X is not governed by these Terms. X Corp. (the operator of X, the social platform) is a separate profile on this site; the company's FAQ says SpaceXSI "provides the Grok in X service" but "does not have operational oversight of X's service".

Company Relationships

• Acquired bySpaceX
• Affiliated withX Corp.

Frequently Asked Questions