Install and sign-in help
Get help when you cannot install, sign in, verify membership, or connect HeapFile to an AI client.
Support
Get help with setup, billing, and HeapFile feedback.
Use the account portal for membership and billing. Use email for setup help, connector questions, security review, and product feedback.
Payment and account help
Use the account portal first. Email support if checkout, cancellation, refund, or entitlement status does not match the account.
Workspace and security review
Email admin@heapfile.com for seats, roles, connector policy, audit/export expectations, workspace boundaries, the private security review packet, DPA path, or rollout planning. Enterprise SSO remains a planned control.
What to include
Send enough detail to avoid repeated back-and-forth.
Never send secrets, passwords, API keys, or private customer data by email. Send account email, operating system, app version, what you were trying to do, and the exact error message.
- Account. The email used on heapfile.com.
- Device. Windows, macOS, Linux, iOS, or Android.
- Step. Install, sign-in, connector setup, checkout, or membership verification.
- Result. What appeared on screen, without secrets or sensitive data.
Refunds and cancellation
Use the account portal first, then use the refund policy if checkout, cancellation, or entitlement state needs review.
Export or delete help
See retention, export, and delete before sending a support request about local or cloud data.
Security questionnaire
Security and organization rollout requests should start with the security-review answers.