Help Center — Support Knowledge Base Overview

The support knowledge base is organized around three broad topic areas: login and authentication, billing and payments, and privacy and data. Each area has at least one dedicated page — either an issue page, a how-to guide, or a FAQ entry — so agents can route any inbound question to the right resource immediately.

Login and authentication problems center on one high-frequency issue: the magic login link that never arrives. Billing covers two distinct scenarios — a user who sees two charges on their statement, and a user who wants to cancel their subscription — plus the refund policy that applies to both. Privacy and data questions come up less often but matter deeply to customers: they want to know whether their content is visible to others and whether they can take their data with them if they leave.

The Help Center — Overview & Topic Index maps all these topics into a single, scannable index. Agents who are unsure which page applies to a given ticket should start there.

The most common login issue occurs when a user requests a magic login link — a passwordless email that lets them sign in with one click — and the email never appears in their inbox. This is documented in depth on Issue: Magic Link / Login Email Not Arriving [Support — Tickets & FAQ.md].

There are three root causes, and the resolution path follows them in order of likelihood. First, the email may have been delivered but filtered into the user's spam or junk folder — this is the most common explanation and should be checked first. Second, the email address on the account may contain a typo, meaning the message was sent to a non-existent or unintended address. Third, the user's email domain may be actively blocking the sender, in which case no amount of resending will work.

The resolution sequence is: (1) ask the user to check spam and add the sender to their contacts; (2) confirm the exact address registered on the account and look for typos; (3) resend the magic link from the admin panel; (4) check the email logs for a bounce or delivery failure; and (5) if the domain is blocking the sender, suggest that the user register an alternate email address. The Issue: Magic Link / Login Email Not Arriving page includes a full decision flowchart that walks through each branch of this logic visually [Support — Tickets & FAQ.md].

When a customer reports two charges in the same billing period, the instinct is to assume an error — but most of the time, the second charge has a legitimate explanation. This is covered on Issue: Charged Twice / Duplicate Charge [Support — Tickets & FAQ.md].

There are three scenarios an agent must distinguish. The first is a failed-then-retried payment: the initial charge attempt failed (a declined card, for example), the payment processor automatically retried, and both attempts show up on the customer's statement even though only one ultimately succeeded. The second is proration from a mid-cycle upgrade: when a customer upgrades their plan partway through a billing period, they are charged the difference for the remaining days, which appears as a second, smaller charge alongside their regular billing. Neither of these scenarios requires a refund. The third scenario — an actual duplicate charge — is rare, but when confirmed it requires the agent to refund the duplicate amount and note the ticket.

The key discipline here is to check the billing record before contacting the customer, so the agent can give a clear, confident explanation on the first reply rather than opening with uncertainty. The Issue: Charged Twice / Duplicate Charge page provides a troubleshooting flowchart and a step-by-step resolution guide for all three scenarios.

Cancellation is a straightforward self-service action, but customers frequently have follow-up questions about what happens next — especially regarding access and refunds. The full walkthrough lives on How To: Cancel a Subscription [Support — Tickets & FAQ.md].

To cancel, the customer navigates to Settings → Billing → Cancel and confirms the cancellation when prompted. Crucially, cancellation does not cut off access immediately: the customer retains full access until the end of their current billing period. This is an important point to communicate clearly, as customers sometimes expect to lose access on the day they cancel.

Refund eligibility depends entirely on the plan type. Annual plan customers are eligible for a refund if they request it within 14 days of purchase. Monthly plan customers are not pro-rated — once a monthly period has started, that charge is not refunded. Agents handling a cancellation-plus-refund request should confirm the plan type before making any commitments. The FAQ: Refunds, Privacy & Data Export page summarizes these policies in a quick-reference table, and How To: Cancel a Subscription provides the agent-facing detail.

Two questions come up consistently when customers think about their data: whether their content is private, and whether they can export it. Both are answered directly in the FAQ: Refunds, Privacy & Data Export [Support — Tickets & FAQ.md].

Wikis are private by default — they are not visible to anyone other than the account owner unless the owner explicitly chooses to publish them. There is no ambiguity here: a customer who has not taken any publishing action does not need to worry that their content is publicly accessible.

Data portability is fully supported: every wiki can be exported to Markdown format. This means customers can download a structured, human-readable copy of their content at any time, making it straightforward to migrate or archive their work. These two facts — private by default, exportable on demand — are the complete answer to the vast majority of data-related support questions.

The diagram below shows how the main pages of this knowledge base connect to each other, from the overview down to individual issue, how-to, and FAQ pages.

All content originates from Support — Tickets & FAQ.md, which is the single upstream source file. The Help Center — Overview & Topic Index organizes that content into a navigable topic index. From there, agents branch into one of four specialized pages: Issue: Magic Link / Login Email Not Arriving for login problems; Issue: Charged Twice / Duplicate Charge for billing anomalies; How To: Cancel a Subscription for cancellation requests; and FAQ: Refunds, Privacy & Data Export for quick answers on refunds, privacy, and data export.