Getting help

Everyone gets stuck sometimes. Here’s where to find help in idea_builder, in the order we recommend.

1. Search this docs site

This documentation site covers the whole platform — getting started, the validation pipeline, toolkits, integrations, and reference pages. Use the search bar at the top of any page to find what you need.

Good starting points:

• FAQ — answers to common questions about billing, data, security, AI, and support.
• Troubleshooting — likely causes and fixes for common issues, from voice login errors to survey sync failures.
• Glossary — plain-language definitions of the terms used across the product.

2. Ask the in-app knowledge base and support assistant

Inside the product, open the support widget (the button in the bottom corner of any page). It gives you two things:

• Knowledge base — a searchable collection of help articles covering how the product works.
• Support assistant — an AI assistant that answers questions from the knowledge base, and can even look at your own idea data to explain status, research results, or what to do next. It’s available to every user on every plan.

The assistant will tell you honestly when something isn’t covered by the knowledge base — it won’t make up product facts.

3. Talk to a human

In the support widget, click Still need help? to escalate to a human. Your message goes to the support team, who reply by email to the address on your account. You’ll hear back from a real person — Pro and Team plans get priority response times.

For anything sensitive, you can also email support directly.

4. Request a data recovery

Most of the time you can fix things yourself, but occasionally data needs help from our side. Data-recovery requests are handled by support as a limited number of open tickets — get in touch through the escalation path above, describe what’s missing and when you last saw it, and the team will restore what they can.

Before you write to us

A little context goes a long way in getting a fast, accurate answer. When you reach out, include:

• What you were trying to do (for example, “run a research phase” or “deploy a landing page”).
• The exact error message or behavior you saw, and when it started.
• Which idea or workspace it happened on, if relevant.
• What you’ve already tried (a retry, a reconnect, a restart).

You don’t need to write a novel — a few lines are enough.

Tip

Before contacting support, search the docs — the troubleshooting page resolves most common issues in a few minutes without waiting on a reply.