Support

Help with Axelize

One inbox, answered by the people who build the product. Most questions are settled in the first reply.

Write to

[email protected]

We aim to reply within two business days. Nothing goes to a ticket queue and there is no first-line script to get past.

Where to go

Four places, depending on what you need.

  • Email support

    Bugs, questions about how something works, billing, plan changes, account and data requests. All of it goes to one address.

    [email protected]

  • Read the docs

    Setup from signup to first coached call, what Axelize needs to run, and how a suggestion is put together.

    Documentation

  • Talk to sales

    Pricing for a team, procurement and security review, or a walkthrough run on your own product and one of your accounts.

    Book a demo

  • Report a security issue

    Send us anything you believe is a security problem and we respond before doing anything else. The security page says what Axelize reads and what it never captures.

    Security

Try this first

Five problems account for most of what reaches the inbox, and four of them take under a minute to fix.

  1. No suggestion appears during the call

    Captions are off. Axelize reads the text captions Google Meet renders in your browser, so with captions off there is no input at all. Turn them on from the Meet toolbar and the panel starts following within a few lines.

  2. The panel will not open

    The extension runs on meet.google.com and nowhere else. Check you are on the call tab in Chrome, then reload that tab: a tab opened before the extension was installed has nothing attached to it.

  3. Suggestions stopped in the middle of a call

    The month's credits ran out. There is no automatic overage, so Axelize stops rather than billing you for something you did not choose. A top-up applies within seconds, without leaving the meeting.

  4. The suggestions read as generic

    Suggestions are grounded in what you sell and who you are meeting. Define one product with what it does, who it is for and what it does not do, then create the company and paste its domain.

  5. A suggestion failed and you think you were charged

    You were not. A request that fails returns its credit automatically. If the balance still looks wrong, send us the meeting and roughly when the call was and we will check it against the ledger.

What to put in the email

Five lines, and the first reply is usually the last one.

  • The email address you sign in with.
  • Which meeting, and roughly when the call happened.
  • What you expected, and what happened instead.
  • Whether captions were on in Google Meet.
  • A screenshot, if something looked wrong on screen.

Questions we get

How fast will someone reply?
We aim to reply within two business days. Every email is answered by the people who build Axelize, so there is no ticket queue and no first-line script to get past.
Is there live chat or phone support?
No. Support is by email, so the answer is written down and you can forward it to whoever else needs it. If a problem is faster to solve on a call, we offer one in the reply.
Is there a status page?
Not yet. If Axelize looks down, write to us and we will tell you what is happening and when we expect it back. Where we can give notice of planned downtime, we send it by email.
Does Axelize support Zoom or Microsoft Teams?
Not today. Google Meet is the only supported platform, because Axelize reads the captions Meet renders in your browser instead of joining the call as a participant.
How do I cancel?
Cancel in one click from your account settings. Your meetings, transcripts and CRM records stay available, and credits you bought outright stay in your balance. The plan allowance runs to the end of the period you have already paid for.
Can I get a refund?
Fees already paid are not refundable, except where the law requires it or where we agree to one. Refunds, when we give them, are issued by Polar to your original payment method. Write to us and say what happened.
How do I delete my account and everything in it?
Email [email protected] from the address you sign in with, and the account and its content are deleted within 30 days. You do not have to wait for us to remove a single call: deleting a meeting deletes its transcript and suggestions with it.
I was in a meeting with someone using Axelize. Who do I talk to?
The notice for meeting participants at axelize.com/participants explains what was captured, what was not, and what you can ask for. You can also write to us and we will pass your request to the person you met.

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