SUPPORT

How can we help?

Write to us with anything about HelpLayer. The answers to what people ask most are below.

WRITE TO US

So we can answer in one go, tell us:

the email address you sign in with;
which help center it's about, by its address (helplayer.app/h/your-help-center, or its own domain);
what you did, what you expected, and what happened instead, with a screenshot if you can;
for a payment, the email address you paid with;
for the iPhone app, your iPhone model and iOS version.

Reading a company's help center that runs on HelpLayer? Questions about their product, or your account with them, go to that company.

On the website: go to helplayer.app/login and sign in with your email and password.

In the iPhone app, either way works:

Scan a code. On your computer, signed in to helplayer.app, click iPhone app in the dashboard's sidebar. In the app, tap Scan to sign in and point your iPhone at the code. A code works once, for five minutes; if it runs out, show a new one.
Email and password. Tap Sign in with email and use the same email and password as on the website.

The app signs in as you, with the help centers you're on. Only show the code to your own phone.

Forgot your password?

On the sign-in page, click Forgot password? and enter your email. We email you a link to choose a new one; it works for one hour. The new password works on the website and in the iPhone app. No email after a few minutes? Check your spam folder, then write to us.

Inviting a teammate

Each help center has its own team. Its owner and admins open Settings → Team, click Invite Member, enter the person's email and pick a role:

Admin: manages the team and the settings, and works on all the content.
Editor: writes, edits and publishes articles.
Viewer: sees the dashboard, without changing anything.

They get an email with a link that works for 7 days, and accept with that email address (making an account if they don't have one yet). How many people a team can have depends on the plan; see pricing.

AI credits

Each plan includes AI credits every month. They're only used when something is made: an answer given to a reader (a question it can't answer is free), an update prepared, an article written or translated, a video made. They renew on the 1st of each month, and unused ones don't carry over. The dashboard's sidebar shows what's left, and Settings → Usage shows what used them.

When they run out, nothing breaks: readers still search and read every article. AI answers in your help center pause, and AI work in the dashboard waits until your credits renew. Need more sooner? The account's owner can buy extra credits in Billing: 1,000 for $15 or 5,000 for $65. They never expire, and are used after your plan's credits.

Billing and cancelling

Plans and AI credits are bought on the website, in Settings → Billing. Billing belongs to the account's owner and covers all their help centers: that's where you change plan and find your invoices.

Payments are handled by Polar, our reseller and the Merchant of Record for all our orders. It takes the payment, adds sales tax or VAT where it applies, and emails you a receipt.

To cancel, open Billing and click Payment method and invoices: the billing portal opens, and you cancel there. You won't be charged again. Your plan stays until the end of the period you paid for, then your account moves to the Free plan; your account and your content stay. If you're a founding member, cancelling ends your founding price.

Refunds: you can get a full refund within 14 days of any payment. Our Refund Policy explains how.

Deleting your account

Write to [email protected] from the email address of your account and ask us to delete it. We delete your account and its content within 30 days; billing records are kept as long as tax and accounting law requires. Export anything you want to keep before you write. Our Privacy Notice has the details.

To remove just one help center, its owner can delete it in Settings → General. That removes every article, video and setting in it, and can't be undone.

Chrome extension and Mac app

Both capture a how-to while you click through it once, and turn it into a guide in your help center.

Chrome extension: for anything in the browser (Chrome, Edge, Brave or Arc). It installs from a zip file; its page shows the steps.
Mac app: for any app on your Mac, with Apple silicon or Intel. It asks for Screen Recording and Accessibility, and explains why. Windows is coming soon.

To sign in, choose Sign in with HelpLayer: it opens helplayer.app in your browser, so you never type your password into them. Both are also in the dashboard's sidebar.

What's new

What's new, improved and fixed in HelpLayer is in the Changelog, newest first.

See also our Terms of Service, Privacy Notice and Refund Policy.