Product, billing and privacy support

What to include

• The product: ApplyAIs Studio or the standalone extension.
• Your operating system and whether Studio is a user, system or portable installation.
• The ApplyAIs/Studio and extension versions, update channel, the time of the problem, and the exact error message.
• A support diagnostics report, after you have reviewed it, when the product can create one.
• For billing, the account email, organisation name and Stripe invoice/receipt identifier. Do not send full card details.

Do not send secrets or grant content

Never email a licence token, magic sign-in link, password, API/SMTP key, payment-card number, private signing material, full local path list, or confidential DOCX/Markdown content. Support will provide a safer collection method if a document-specific investigation is necessary.

Common recovery paths

• Cannot sign in: request one new magic link, use only the latest email, and check junk/quarantine. Repeated requests may be rate limited.
• Licence rejected: confirm the user has an active seat and eligible trial/subscription, then obtain a new token from the portal.
• Import/export failure: keep the original DOCX, follow the named Python/Pandoc prerequisite error, and retry into a new folder or output filename.
• Update problem: save work, collect diagnostics, retry on a reliable network, or use the verified manual installer from the ApplyAIs download page.
• Cancel or billing query: use the billing portal or email support. Removing the software does not cancel billing.

Privacy and account requests

Email support@applyais.com for access, correction, deletion, portability or account-closure requests. We may need to verify your identity and authority for an organisation. Local project files remain under your control and must be removed from your devices, synchronisation services or source-control providers separately.