Support and the Help Center
Look it up in the Help Center, get an instant answer in live chat, or send a request to the support team and follow the reply in one place.
There are three ways to get help, from fastest to most thorough:
| Option | Best for | Where |
|---|---|---|
| Help Center | Common questions about billing, credits, login and features | /help |
| Live chat | A quick answer right now | Start live chat on the Help & Support page |
| Support request | Anything that needs a person to look at your account or site | Help & Support (/user/support) |
These docs cover how Volnyn works. The Help Center answers specific questions and troubleshooting.
The Help Center
Open the account menu (your name at the bottom of the left sidebar) → Get help, or go to /help. You do not need to be signed in.
Articles are grouped into collections:
| Collection | Covers |
|---|---|
| Billing | Subscriptions, credits and usage, payments and invoices, pricing, refunds |
| Account | Profile, email, password, deleting chats, sites or your account |
| Login/Sign-up | Verification and sign-in problems |
| Team & Plans | Team roles, SSO, shared credits |
| Privacy and policies | Data, ownership, who can see your work |
| Feature | Chat and agent modes, publishing, video and image, troubleshooting |
Use the search box at the top of /help to find an article by title. Every article ends with a Contact support link that takes you to Help & Support when you are signed in, or to the contact page when you are not.
Help & Support
Open Messages in the left sidebar, then click Help & Support in the toolbar. You can also go straight to /user/support.
A badge on the Help & Support button counts replies from the team you have not seen yet. Opening the page clears it.
Get an instant answer with live chat
Under Need help right now?, click Start live chat. An AI assistant answers straight away. The conversation is kept in the support team's Help Center, so a person can still step in if the AI cannot solve it.
Send a support request
- Pick a Topic — Website build, Billing, Account, Bug or Other. It is added to the subject so your request reaches the right person faster.
- Write a short Subject (up to 200 characters).
- Describe the problem in Message (up to 5,000 characters).
- Optionally attach a screenshot or PDF — JPG, PNG, WEBP, GIF or PDF, up to 10 MB.
- Click Send message.
The team usually replies within a few hours. Every message is read by a person.
Get a faster fix: include your site link and a screenshot. It usually gets you a solution in one reply instead of three. Your User ID (Settings → Account → Copy) helps too.
Following up on a request
Your requests lists everything you have sent, newest first, with its status:
| Status | Meaning |
|---|---|
| Open | Received and waiting for the team. |
| In progress | Someone is working on it. |
| Resolved | The team has closed it. |
When the team replies, the reply appears under your request as Reply from support, and you also get it by email. Reply emails are sent even if you have turned email notifications off.
Requests from the public site
Some requests come in without signing in:
- Contact page — the Help Center's Contact support link opens it when you are signed out.
- Account deletion (
/account-deletion) — submitting this form creates a support request for your account. See Profile and login.
FAQ
Is live chat a real person?
It starts with an AI assistant so you are not left waiting. The whole conversation is visible to the support team, and a person can reply in the same thread.
How long does support take?
The typical first reply is within a few hours. Include your site link and a screenshot to avoid back-and-forth.
Can I attach a video or a zip file?
Not yet. Attachments can be images (JPG, PNG, WEBP, GIF) or a PDF, up to 10 MB. Share a link to a video in the message instead.
Why should I use my registered email?
Support can only act on an account it can match to you. See Why do I need to contact support using my registered email?
I got a server error. What should I send?
See What can I do if I encounter an internal server error?, then send a request with the page address, the time it happened, and a screenshot.