Support

Technical support

In the Windows app, open Support, describe the problem, review the technical summary, and select Send report. The report excludes recordings, transcript text, dictionary entries, snippets, passwords, tokens, and local file contents.

Include the following where available:

• Your AiraNote account email.
• AiraNote version and Windows version.
• The feature being used and the exact error message.
• What you expected, what happened, and steps that reproduce it.
• Whether restarting or installing the latest update changed the issue.

Do not send passwords, access tokens, full payment card details, or confidential recordings. Share transcript or audio content only when necessary and after removing information you do not want support to see.

Billing, cancellation, and refunds

Include the Stripe receipt reference, account email, charge date, amount, plan, and a short explanation. Review the Refund and Cancellation Policy before sending a request. Never email a full card number.

Account access and deletion

Send account or data-rights requests from the account email where possible. We may ask for proportionate verification. Account deletion does not erase recordings, transcripts, dictionary entries, or exports stored only on your Windows computer; those must be removed locally.

Security reports

Use the subject line "Security report" and provide the affected URL or feature, impact, safe reproduction steps, and contact information. Do not access other users' information, disrupt the service, publish exploitable details before remediation, or demand payment as a condition of reporting.

Response handling

We aim to acknowledge ordinary support and refund requests within 3 business days. Complex technical, privacy, fraud, or payment investigations may take longer. Statutory request deadlines continue to apply regardless of this service target.

Before contacting support

• Confirm the computer meets the published system requirements.
• Install current Windows and AiraNote security updates.
• Check microphone access and selected input device.
• Confirm the account is signed in and the licence server is reachable.
• Back up important local recordings and transcripts before clearing storage.