> For the full page index, fetch https://echonova.ai/llms.txt

# 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](/docs/help/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](/docs/help/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](/docs/help/faq-account): signing in, passwords,
  two-factor authentication and workspaces
- [FAQ: billing](/docs/help/faq-billing): plans, credits, top-ups, payment
  methods and invoices
- [FAQ: Text to Speech](/docs/help/faq-text-to-speech): voices, dialects,
  diacritics, formats and history
- [FAQ: Speech to Text](/docs/help/faq-speech-to-text): formats, limits,
  transcripts and Sound Cleaning
- [FAQ: API](/docs/help/faq-api): keys, base URL, jobs, webhooks and
  errors
- [FAQ: agents](/docs/help/faq-agents): personas, knowledge, tools, testing
  and costs
- [FAQ: channels](/docs/help/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](/docs/playground/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](/about#contact) 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](mailto:sales@echonova.ai), for demos, pricing and
  partnerships.
- [info@echonova.ai](mailto: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.

> [!WARNING]
> Never put an API key, a secret, a password, a signing secret or a database
> connection string in an email. Anyone who reads the message can use them.
> If one has already leaked, disable or delete it in the portal first, then
> write. [Security best practices](/docs/developers/best-practices-security)
> shows how to replace a key safely.

### Step 5: Ask for a demo

For a sales conversation, use the contact form on the
[About](/about#contact) page; [Request A Demo](/request-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.

### Step 6: Read the legal pages

The legal links in the footer open [Privacy Policy](/trust/privacy),
[Terms and Conditions](/trust/platform-terms),
[Cookie Policy](/trust/cookies) and
[Data Processing](/trust/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**

```text
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**

```text
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](/docs/help/troubleshooting#billing), 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](/docs/help/troubleshooting#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](/trust/privacy) gives for questions about how your data is
handled. [Data retention](/docs/agents/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.

## Related

- [Troubleshooting](/docs/help/troubleshooting): the messages and symptoms
  people hit most, with the fix for each
- [Glossary](/docs/help/glossary): the words the portal uses with a meaning
  of their own
- [Errors](/docs/developers/errors): every status and message the API returns
- [Security best practices](/docs/developers/best-practices-security):
  replacing a key that leaked
- [Pay and manage your payment method](/docs/account/payment-methods): what
  a failed payment does and what to do