Account & Access

Use this section when you cannot sign in, your dashboard does not load, or a paid account returns you to a locked state.

1. Make sure you are signing in with the same Google account used for purchase and bot ownership.
2. Sign out and sign back in once if your console looks stale or incomplete.
3. If billing pages or analytics show an access error, try opening My AI first and then navigate again from inside the console.
4. If the problem continues, send your account email and a screenshot of the failing page.

Billing & Subscription

Use this section for checkout, renewal, cancellation, plan changes, or refund-review questions.

• Open Billing or the subscription modal in My AI to review your active plan, renewal state, cancellation, or refund-eligibility flow.
• If a payment succeeded but your chatbot or quota did not update, send the order reference, the account email, and the bot slug so we can verify webhook completion.
• Refunds are handled as a limited eligibility review, not a money-back guarantee. If you write in, include the payment date and the reason you believe the request qualifies.

Training & Content Updates

Use this section if your chatbot is not reflecting the latest content from direct edits or uploaded `.txt` files.

1. Open Train Your AI, save again once, and then refresh the page to confirm the latest content is still there.
2. If you uploaded a `.txt` file, make sure it finished uploading and the editor or status area reflected the replacement.
3. Open the live chatbot once after updating to confirm the refreshed answer is visible there too.
4. If the old answer remains live, send the bot slug, the approximate update time, and a before/after example.

Public Chat & Sharing

Use this section when the public chatbot will not load, input stays blocked, answers stop mid-stream, or a popup/link setting does not behave as expected.

• Confirm the public chatbot URL is the correct slug and that the bot is active in My AI.
• If the input remains locked, wait for the connection check to finish once, then try again in the same tab.
• If you use booking or inquiry links, verify the destination URL is correct in the bot settings and opens in a new tab as expected.
• If customers report a live outage, include the public chatbot URL, country or language used, and a screenshot or screen recording.

Analytics & AI Reports

Use this section if analytics cards, keyword trends, language breakdowns, or AI analysis reports do not load correctly.

• Open Analytics and refresh once after making sure you are signed in.
• If a keyword panel looks incomplete, check whether enough recent question volume exists for that bot and date range.
• If AI analysis fails, include the bot slug, the tab where it failed, and the exact message shown on screen.
• If a PDF export is wrong, send the export date and one screenshot of the broken section so we can match the generation path quickly.