Help

Contact and support

Where to look first when something goes wrong, the help the portal offers on its own pages, how to reach EchoNova by email or ask for a demo, and what to put in a support message so the first reply is the answer.

When you finish this page you will know the fastest route to an answer: which page to open for the message on your screen, which help the portal carries on its own pages, the one address that reaches EchoNova, and what to put in the message so the first reply can be the answer. Use it the first time something does not work, and again before you write to us.

What you need

  • Nothing, to read these docs and the FAQ.
  • A signed-in portal session, for the help on the portal's own pages.
  • For a support message: the workspace name, the time, the page or endpoint, and the exact text shown. Step 4 lists them.

Steps

Step 1: Search these docs

Type the words on your screen into the search box at the top of the docs, labelled Type to search.... The docs cover seven sections: Get started, Playground, Agents, Developers, API reference, Account and billing, and Help. Every page under Playground, Agents, Developers and Account ends with a Troubleshooting section that lists each message the feature can show.

Two pages in this section collect what the others spread out:

  • Troubleshooting lists the messages and symptoms people hit most, one table per area, each with its cause, its fix and the page that explains it.
  • Glossary defines every word the portal uses with a meaning of its own.

To report a mistake on a page, write to the address in Step 4 and include the page's address.

Step 2: Read the FAQ for your area

Each FAQ page collects the questions people ask before they know which page to open, and the ones that span several pages.

  • FAQ: account: signing in, passwords, two-factor authentication and workspaces
  • FAQ: billing: plans, credits, top-ups, payment methods and invoices
  • FAQ: Text to Speech: voices, dialects, diacritics, formats and history
  • FAQ: Speech to Text: formats, limits, transcripts and Sound Cleaning
  • FAQ: API: keys, base URL, jobs, webhooks and errors
  • FAQ: agents: personas, knowledge, tools, testing and costs
  • FAQ: channels: connecting a channel, what each one carries, and handing off to a person

Step 3: Use the help inside the portal

The portal carries two kinds of help of its own.

  • Documentation, in the sidebar under Developers, opens these docs in a new tab.
  • How to use, in the header of the Text to Speech and Speech to Text pages, opens a dialog that walks through that page's steps. On the Sound Cleaning page the same button opens a dialog that reads Instructions not available for this page.; read Clean a recording instead.

Every notice, toast and dialog the portal shows is listed, with its cause and its fix, in the Troubleshooting section of the page that documents the feature.

Step 4: Write to EchoNova

Every question that these pages do not answer goes to EchoNova by email. The Contact us link in the footer opens the Contact us section of the About page. It is a normal page link. The section shows two addresses, and clicking one opens your mail app with the address filled in:

  • sales@echonova.ai, for demos, pricing and partnerships.
  • info@echonova.ai, for everything else, press and voice talent who want to join the library. Use this one for a support question.

Put these in the message, so the first reply can be the answer:

  1. Your workspace name, as the sidebar shows it, and the email address you sign in with.
  2. When it happened, with the time zone.
  3. Where: the portal page, or the API endpoint and the jobId when the call was to the API.
  4. The exact text shown, copied as it appears, and what you did just before it appeared.
  5. The id of the thing involved when there is one: the agent id, the conversation, the knowledge source name, the webhook name.

Step 5: Ask for a demo

For a sales conversation, use the contact form on the About page; Request A Demo opens the same place. The form asks for First name, Last name, Work email and Company or organisation, all required, then What do you need and an optional Message, and sends with Send. A note reads Opening your mail app with the message. Thank you. when the mail draft is opened.

The legal links in the footer open Privacy Policy, Terms and Conditions, Cookie Policy and Data Processing in the Trust Center. The Privacy Policy gives privacy@echonova.ai for questions about how your data is handled.

Get it right

A support message that carries the exact text and the time needs no follow-up question. One that describes the problem in your own words does.

Recommended

Workspace: Sara Ahmed's workspace (sara@example.com)
When: 2026-09-17, 14:32 Asia/Riyadh
Where: Subscription page, after paying for Pro on PayPal
Shown: "Confirmation failed" with "Could not confirm your subscription. Please try again."
Before: clicked Go to Subscription, reloaded, the page still shows Trial

Less effective

Hi, I paid for a plan earlier today and it didn't work. Can you check?

Worked example

Amr pays for a plan, returns to the portal and sees a dialog titled Confirmation failed. He opens Troubleshooting, finds the row, clicks Go to Subscription and reloads; the page still shows the trial. The row says to contact support with the time of the payment, so he clicks Contact us in the footer. On the About page he clicks info@echonova.ai, because a billing problem is not a sales need, and his mail app opens addressed to it. He writes the five items from Step 4: the workspace name and sign-in address, the time with its time zone, the Subscription page, the dialog's exact text, and the plan and method he paid with. He does not include his card number.

What happens next

Only sales needs are recorded as a request on EchoNova's side. Press and Something else are not recorded; they only open a mail draft to info@echonova.ai. Every need then opens your mail app with the message filled in, addressed to sales@echonova.ai for sales needs. Send the draft from your mail app. Keep the details you gathered in Step 4 in case you are asked for more.

Limits

The contact form checks its fields before it sends.

Field Rule Message when it fails
First name, Last name Required Please fill in your name, a valid work email and your organisation.
Work email Required, a valid address The same message
Company or organisation Required The same message
Message Optional, at most 5000 characters The box stops accepting text at the limit

Other limits apply to the recorded request:

  • The name is cut to 120 characters and the company to 160.
  • A Turnstile check runs only for sales requests, when you press Send.
  • EchoNova accepts 5 requests per minute from one client. Over that, the request is not recorded. The form does not tell you; the mail draft still opens, so the message is not lost.

Troubleshooting

Clicking Contact us did nothing

The Contact us link is a normal page link to the About page. If the page does not move, reload it. The mail-app caveat applies only to the address links and to the draft the form opens: when no mail app is set up in your browser, nothing opens, so write to info@echonova.ai from the mail program or webmail you use.

FAQ

Is there a phone number or a live chat?

No. Email to info@echonova.ai and the contact form on the About page are the two ways to reach EchoNova.

Where do I write about a billing problem?

The same address. Read the row for your message under Billing first, then write with the time of the payment, the plan and the method you paid with.

Where do I write about privacy or my data?

Write to privacy@echonova.ai, the address the Privacy Policy gives for questions about how your data is handled. Data retention lists what an agent stores and what each delete removes.

Where do I report a mistake on a docs page?

Email the page's address and the sentence that is wrong to info@echonova.ai. The buttons at the foot of the page do not send a message.