Support
Most questions answer themselves below. For the rest, a human replies — addresses and reply times first.
Reach a human
| Questions, billing and refunds | Email [email protected]. We reply within 2 business days (Monday to Friday). |
|---|---|
| A wrong or missed result | Email [email protected] with the subject “Result report.” We treat these ahead of other email and aim to acknowledge within 1 business day. |
| Privacy requests | Email [email protected]. |
| Order or receipt problems | Use the link in your Paddle receipt, or paddle.net. |
Credits and checks
- Was I charged for a failed check?
- No. A credit is held when a check starts and spent only if the check completes and finds citations. Failed runs, unreadable documents, and documents with no citations release the hold. How credits work.
- Where is my Verification Record?
- Paid checks stay in your billing history for 90 days, and the record is emailed to you when the check completes. If a download fails because of an error on our side, tell us and we will restore the credit.
- What does “verify manually” mean?
- Some authorities cannot be checked against public records — state opinions, unpublished rulings, commercial-database-only cites. The report counts them, never hides them. How checking works.
Account and sign-in
- My sign-in link expired.
- Links are single-use and expire after 15 minutes. Request a fresh one — there is no password to reset and nothing to remember.
- Why am I asked to accept the User Agreement again?
- The agreement is versioned: material changes ask for a fresh acceptance before you continue. Read the current version.
Reviews, referrals, firms
- How do I post or remove a review?
- One review per account on the reviews wall, newest first and unfiltered — critical reviews included. Removal on request: email [email protected].
- Where are my referral rewards?
- One single-brief credit for each referred account's first paid check, capped monthly and one per account. Your totals live on the referrals page; the rules live on the rewards page.
- Can I move credits into a firm pool?
- Members fund the shared pool from their own credits; workspace runs spend the pool, never personal subscriptions. Firms page.
Billing and refunds
- How do refunds work?
- Unused credits are refundable within 30 days; subscriptions cancel any time with access through the paid month. The Refund Policy governs, and Paddle processes the payment and the refund.
- Who charged my card?
- Paddle, our merchant of record — your receipt comes from Paddle. Order problems: the link in your receipt, or paddle.net.
Conduct warnings and suspension
- I got a conduct warning. What now?
- Read which rule it names and stop the behavior: two warnings arrive by email, and the third suspends the account. At most one warning per kind per day is recorded. If the finding is wrong, email [email protected] from the account address — every warning and suspension is reversible by operator review.
- What does suspension end, and what happens to my credits?
- Sign-in, checks, API use, and purchases stop, including open sessions. Unused credits are forfeited; refunds already owed under the Refund Policy remain claimable through support. The full ladder lives in the Terms, section 5.4.
Still stuck?
Email [email protected] — we reply within 2 business days. Wrong or missed results go ahead of other email: subject “Result report”, with the specific citation or passage and what you expected. Please do not email your brief or any client information. Free checks are never stored, so there is nothing to retrieve for them; paid-check findings are kept 90 days and can be retrieved or deleted early on request. All contact addresses.