About the content
Help
Answers to common questions about signing in, plans and billing, using the toolkit, and how we look after your data.
Signing in
- My sign-in code email has not arrived
- The sign-in code says it is wrong or has expired
- Sign in says it could not find an account with my email
- My access code is not accepted, or it says new accounts are not open
- Changing the email address on an account
- The security check will not let me sign in
- My iPhone only puts in the first digit of the code
- How do I reset my password?
- It says I am over my device limit
Plans and billing
- Upgrading from the free level to a paid plan
- Changing plan on an existing subscription
- Finding invoices or receipts
- Do prices include VAT? What is the VAT number?
- Updating a payment card
- My payment failed or my card was declined. What happens now?
- Cancelling a subscription: what happens to access and work
- Can I get a refund?
- I have been charged unexpectedly, or charged twice
- Paying by invoice or purchase order instead of card
- My trial has ended. How do I keep using the paid tools?
Using the toolkit
- Finding help on a screen
- The tool introductions have gone, or I want to switch them off
- Can I save the Diagnostic and come back, or take it again?
- Uploading a policy, and why the upload button is greyed out
- Seeing sample data or an amber screen instead of my own work
- Why can I not open a tool, even though my Diagnostic score is good?
- Removing a policy that was uploaded
- It says I have used today's AI runs
Reporting a problem
Security and your data
- Do you offer an SLA or uptime guarantee?
- How is our data protected: encryption and access control?
- How do people sign in, and is there a device limit?
- Where is our data hosted, and who are your sub-processors?
- What are your backup and disaster recovery arrangements?
- Are you ISO 27001, Cyber Essentials or SOC 2 certified?
- Is our data used to train AI models, and which AI providers do you use?
- How do we report a security vulnerability or concern?
Buying, licensing and policies
- Where is my data kept, and is it used to train AI?
- Downloading my data or deleting my account
- How do we get support, and how quickly will you respond?
- Do you have a Data Processing Agreement, and who is controller and processor?
- What accessibility standard do you meet, and how do we report a barrier?
- What does a licence cover: users, devices and sharing?
- Who owns the documents we create, and how can we use Toolkit content?
- How do we get answers for our security questionnaire or due diligence?
Still need help?
A person reads every message
Email [email protected], or use Report a problem inside the toolkit, and we will help.