Support
How can we help?
Answers from the people who build the products. Search below, or write to us: from inside the app, or at support@helpcore.ai.
We reply to every message. Target: 2 business days, Monday to Friday.
From inside the app, or by email.
Same people, same care. The in-app desk keeps the whole conversation next to your data; email is for everything else, and for anyone who is not a customer yet.
Assistance, inside the app
Open Assistance from the app menu and tap New request. Fill in first name, last name, email, the app concerned, a subject and the description, then Send request. The answer appears right there, under Your requests, and you can reply in the same thread until it is marked Resolved.
- Included for your first 90 days with every license, then with the optional Pro plan
- Every message stays with your account: no ticket numbers to remember
- Requires a connection to send and read replies; your data stays on your device
By email
Questions before you buy, trials, refunds, invoices, lost access, account deletion, partnership, security reports, or simply an updates plan that has expired: one address for all of it.
support@helpcore.ai- Write from the email address you registered or paid with: it is how we recognize you
- Say which product and, for a problem, the version shown in Settings, your device and browser
- Never send passwords or full card numbers. We never ask for them
Device: MacBook Air, Chrome. Version: 5.0.1 (Settings).
Since yesterday the invoice PDF shows EUR although the app is set to USD. Steps: Invoices & quotes › open invoice › Download PDF.
Screenshot attached.
Thanks, Alex
A good message gets a fast answer. Let's write it together.
Fill in the fields and we prepare the email for you, with everything we need to help on the first reply. Nothing is sent until you press send in your own email app.
Your message
Preview
This is what we will receive.
The composer runs in your browser and only prepares a message for your own email app. Nothing is stored or sent by this page.
Everything we can answer before you even ask.
Six topics, the questions we receive most, and the exact labels you will find in the app. Use the search at the top to filter them.
Getting started
How do I get access to a product?
HelpFinance and HelpFreelance: request the 7-day free trial from the product page (Request my free trial) or buy a license from the Store. Trial registrations are confirmed personally; after a purchase the invitation is sent automatically within minutes. Either way you receive an invitation email to set your password and sign in with the email and password you chose.
I never received the invitation or the access link.
Check the spam and promotions folders first: the email comes from helpcore.ai. If it is not there after a few minutes, write to support@helpcore.ai from the same email address you registered with, and tell us which product you requested. We resend it manually.
How do I install the app on my phone or computer?
iPhone and iPad: open the app in Safari, tap Share, then Add to Home Screen. Android, Mac and Windows: open the app in Chrome or Edge and use the install icon in the address bar (or the browser menu › Install app). Inside the app, Settings › Install App shows the same steps for your device.
How do I change language or currency?
From Settings. The interface is available in 10 languages and switches instantly; numbers, dates and currencies follow the locale you choose. You can change them any time without losing data.
Do I need to be online to use the app?
No. After the first sign-in the app and your data work offline. You need a connection only for the AI features, for the checkout and for the in-app Assistance desk.
Data & backups
Where is my data stored?
Only on the device you are using, in the browser's own database (IndexedDB). Everything is saved automatically as you type: there is no save button and no cloud copy. On our side we keep only your account (name, email, license, credits) and, for purchases on helpcore.ai, your billing details and orders; never your movements, clients, loans or plans.
How do I make a backup?
Settings › Backup & data › Export backup downloads one file with everything (for example helpfinance-backup-2026-09-24.json). Keep it where you keep important files. We recommend exporting a backup before changing device, before clearing the browser and, in general, once a month.
How do I move to a new device?
Export a backup on the old device. On the new device install the app, sign in, then Settings › Backup & data › Import backup and pick the file. Importing replaces all current data on that device with the backup, so the app asks you to confirm.
I cleared my browser data and the app is empty.
Clearing site data in the browser deletes the local database, exactly like Delete all data. If you have a backup, Import backup restores everything. If you have no backup we cannot recover the data: it never existed on our servers. This is the one real cost of privacy by design, and the reason we insist on backups.
Can two devices stay in sync?
Not automatically: there is no cloud sync by design. Work on one device and carry the data with Export backup / Import backup when you switch.
How do I delete everything?
Settings › Delete all data, then type DELETE to confirm. It permanently deletes every record on that device. To close your account as well, request it from Account › Privacy on helpcore.ai or write to support@helpcore.ai, and we delete your account data on our side (invoices are kept only as long as tax law requires).
Licenses & billing
What exactly do I get with a license?
A lifetime license for the version you buy, with 90 days of updates and in-app Assistance included from registration. After that the app keeps working exactly as it is; the optional Pro plan renews updates and Assistance if you want them. The full list of what is included and what is an in-app purchase is on the Resources page.
Do I have to renew anything?
No. Nothing is required to keep using what you bought. The Pro plan (updates and Assistance after the included 90 days) is optional, renews automatically only if you subscribe to it, and can be cancelled any time from the billing portal.
Can I use my license on more than one device?
Yes: sign in on each device. Data is local to each device, so use the backup export and import to carry it across.
I need an invoice or a receipt.
The receipt arrives by email right after the payment, and every order with its receipt is in Account › Orders on helpcore.ai (sign in with the purchase email). If you need your company details on it, write to support@helpcore.ai with the purchase email address and the date of the purchase.
I changed my email address or lost access to it.
Write to support@helpcore.ai from the new address, telling us the old one and the product. We verify the purchase and move the license to the new address.
Do you offer launch prices or discounts?
When a launch price is active it is shown on the product page and on the announcement bar of the site, with the list price beside it. It applies at checkout automatically. We do not run fake countdowns: if you see an offer, it is real while it is shown.
Free trials
How does the 7-day trial work?
Full access to the whole suite for 7 days, no credit card. You request it from the product page, we confirm the registration personally and you sign in with your own email and password. When the trial ends, nothing is charged and nothing needs cancelling.
What happens to my data when the trial ends?
It stays on your device. If you buy a license, you keep working on the same data. If you do not, nothing is uploaded or deleted by us: it is your device.
Can I get a second trial?
The trial is one per person. If seven days were not enough to decide, write to us and tell us what you were trying to check: we would rather answer the question than watch you guess.
AI features & credits
How do credits work?
1 credit = 1 AI analysis or generation (input + output). The loan Deep Research uses 3, because it performs live web research across lenders. Credits are sold in one-time packs, never expire and need no subscription. Pack prices are listed on the Resources page.
A generation failed. Do I lose the credit?
No. If the engine does not answer in time or the analysis fails, the credit is refunded automatically. If the engine is busy, your credits are untouched and you can try again in a moment.
The research says it is still running.
Deep Research runs on the server and can take longer than usual. Leave the page and come back shortly: the report appears when ready. If it does not complete, the credits are refunded automatically.
What data is sent to the AI?
Only the anonymous figures listed in that panel, never your identity, your accounts or your documents. For Deep Research: country or region, loan type, amount and duration. Stored analyses stay readable offline for free.
I paid for credits and they are not in my balance.
Credits are added automatically after the payment. If the balance has not changed after a few minutes, sign out and back in, then check Credits › Recent credit activity. If they are still missing, write to support@helpcore.ai with the payment email and time: we add them by hand and check what went wrong.
Troubleshooting
The app does not update to the latest version.
Close the app completely (all its windows or tabs) and reopen it while online. Progressive Web Apps update themselves on the next launch. If it still shows the old version, reload once with the browser's reload button.
The install icon does not appear in the browser.
On iPhone and iPad the install option is only in Safari (Share › Add to Home Screen), never in other browsers. On desktop and Android, Chrome and Edge show the install icon in the address bar; Firefox and some others do not support installing PWAs, but the app still works in the tab.
I cannot sign in.
Check that you are using the email you registered with and that the password has at least 8 characters. Use Forgot your password? to set a new one: the reset email comes from helpcore.ai. If you are offline, sign-in cannot be verified: connect and try again. Once signed in, the app works offline.
The app opens but my data is not there.
Data is per device and per browser. Make sure you opened the app in the same browser (or the installed app icon) where you entered the data. If you are on a new device or browser, import your backup.
Something is slow or a page looks broken.
Reload the app once while online. If it persists, tell us the product, the version shown in Settings, your device and browser, and what you were doing: with these four things we can usually reproduce the problem the same day.
14 days, one email. No questions asked.
Every one-time license and module comes with a 14-day money-back guarantee. Here is exactly how it works, so you know before you buy.
From the email address you paid with, to support@helpcore.ai, subject “Refund request”, with the product and the purchase date. No reason required.
We check the purchase and confirm the refund by email. The license and any module in the same order are deactivated.
The refund is issued to the card or method you paid with. Depending on your bank, it usually appears within 5 to 10 business days.
Counted from the purchase date shown on your receipt. Day 14 is still in time; the email timestamp is what counts, not our reply.
It stays on your device: we cannot touch it and we never had it. The app switches back to trial or free mode according to the product.
Credit packs are one-time purchases of usage; a failed generation is always refunded automatically, credit by credit. For anything else about a pack, write to us and we look at the specific case.
What depends on our servers. And what never does.
Because the app and your data live on your device, most of what you do keeps working even if we are down. This is the line, so you always know where a problem can and cannot come from.
Works even if HelpCore is offline
- Opening the installed app and every module you own
- Entering, editing and reading your data
- Export backup and Import backup
- Reading analyses already stored on your device
Needs our servers
- Sign-in on a new device and password reset
- Checkout: licenses, modules, credit packs, Pro plan
- AI features and Deep Research
- The in-app Assistance desk and app updates
We say so at the top of this page and in the app, with what is affected and when we expect it back. If you are not sure whether the problem is on your side, write to us: a screenshot and the version number are enough.
Our commitments on availability, maintenance windows and response times are written in the Service Level Agreement. Short version: what runs on your device is not subject to our uptime, and it is by far the most of it.
Privacy, security, partners.
To see, correct or delete the account data we hold (name, email, license, credits, plus billing details and orders for purchases on helpcore.ai), download them from Account › Privacy or write to support@helpcore.ai with subject “Privacy request” from your registered address. Your working data is on your device and was never with us.
Found a security issue? Email support@helpcore.ai with subject “Security report”, steps to reproduce and your contact. We acknowledge every report, keep your name confidential if you prefer, and credit you if you wish once it is fixed.
Questions about the program, your link, your code or a payout: write with subject “Partner” or read the Partners page, where the whole plan is explained step by step.
Still stuck? Write to us.
One address, real people, an answer you can act on. Tell us the product, the version and what happened, and we take it from there.
Target reply within 2 business days. Your data stays on your device.