Account and login
How do I reset my password?
How do I reset my password?
Go to the login page and click Forgot password. Enter your email address and follow the link in the reset email. If you don’t receive it, check your spam folder.Full guide →
My account is locked — how do I get back in?
My account is locked — how do I get back in?
Accounts lock after 5 failed login attempts (temporary, auto-lifts), due to suspicious activity, or because of unpaid billing. Each cause has a different fix.Full guide →
How do I set up two-factor authentication?
How do I set up two-factor authentication?
Go to Settings → My Profile → Security and enable 2FA. You can use an authenticator app (recommended) or SMS verification. Save your backup codes in a safe place.Full guide →
How do I invite team members?
How do I invite team members?
Go to Settings → My Staff → Add Employee. Enter their name, email, and assign a role. They receive a welcome email with a link to set their password.Full guide →
What user roles and permissions are available?
What user roles and permissions are available?
HoopAI has built-in roles (Admin, User) plus custom roles you can create. Each role controls access to features, contacts, reporting, and settings.Full guide →
Billing and plans
What plans does HoopAI offer?
What plans does HoopAI offer?
HoopAI has three plans: Starter, Professional, and Enterprise. Each includes increasing limits for contacts, users, workflows, and features. All plans start with a 14-day free trial.Compare plans →
How do I upgrade or downgrade my plan?
How do I upgrade or downgrade my plan?
Go to Settings → Billing and select a new plan. Upgrades take effect immediately (prorated charge). Downgrades take effect at your next billing cycle.Billing portal guide →
How do I update my payment method?
How do I update my payment method?
Go to Settings → Billing → Payment Method. You can update your card details, add a new card, or switch payment methods. Changes apply to your next billing cycle.Billing portal guide →
Why was my payment declined?
Why was my payment declined?
Common causes: expired card, insufficient funds, bank-blocked transaction, or billing address mismatch. HoopAI retries automatically over 21 days before suspending your account.Fix payment issues →
How do I cancel my subscription?
How do I cancel my subscription?
Go to Settings → Billing → Cancel Subscription. You retain access until the end of your billing cycle. Your data is kept for 30–90 days after cancellation. Always export your data first.Cancel or downgrade guide →
Is there a free trial? How long does it last?
Is there a free trial? How long does it last?
Yes — all plans include a 14-day free trial with no credit card required. You get full access to your selected plan’s features with reduced contact and email limits.Free trial guide →
What happens when my trial expires?
What happens when my trial expires?
Your account enters read-only mode. You can still log in and view data, but sending and automations are paused. Select a plan within 30 days to keep your data. No charge occurs unless you actively subscribe.Free trial guide →
What happens if I miss a payment?
What happens if I miss a payment?
HoopAI retries your payment 4 times over 21 days. Your account stays fully functional during this period. If all retries fail, your account is suspended (read-only) but data is kept for 90 more days.Payment issues guide →
Platform limits
How many users can I add to my account?
How many users can I add to my account?
Depends on your plan: Starter allows 3 users, Professional allows 25, and Enterprise is unlimited. You can also create custom roles and teams.Full limits reference →
What are the contact limits?
What are the contact limits?
Starter: 5,000 contacts. Professional: 50,000. Enterprise: Unlimited. When you hit the limit, new contact creation is blocked until you upgrade or remove contacts.Full limits reference →
What are the API rate limits?
What are the API rate limits?
10 requests per second per API key, 100 requests per minute, and 10,000 requests per day. Rate limit headers are included in every API response. The daily quota is shared across all API keys on your account.Full limits reference → · API docs →
What are the storage and file upload limits?
What are the storage and file upload limits?
Storage varies by plan (check your usage in Settings → Billing → Usage). Individual file uploads are capped at 100 MB. Supported formats include images, PDFs, videos, and common document types.Full limits reference →
What happens when I hit a limit?
What happens when I hit a limit?
It depends on the limit type. Some are hard stops (contact creation blocked), some queue and resume (emails paused until reset), and some incur overage charges (phone minutes, SMS). You receive warnings at 80% and 100%.Full limits reference →
Data and privacy
How do I export my data?
How do I export my data?
Go to Settings → Data Export to export contacts, conversations, workflows, and other records. Available formats include CSV, JSON, and PDF. GDPR data requests must be fulfilled within 30 days.Data export guide →
What happens to my data if I cancel?
What happens to my data if I cancel?
After cancellation, your data is retained in read-only mode for 30–90 days (varies by plan). After the grace period, data is permanently deleted and cannot be recovered. Always export before cancelling.Cancel or downgrade guide → · Data export guide →
Is HoopAI GDPR compliant?
Is HoopAI GDPR compliant?
Yes. HoopAI provides data processing agreements (DPA), supports data export and deletion requests, and follows standard data protection practices. Contact support for a signed DPA.Privacy policy → · Data processing agreement →
Is HoopAI HIPAA compliant?
Is HoopAI HIPAA compliant?
HoopAI offers a HIPAA-compliant configuration for healthcare organizations. This requires enabling specific settings and signing a Business Associate Agreement (BAA).HIPAA compliance guide →
Getting started
How do I get started with HoopAI?
How do I get started with HoopAI?
Follow the account setup checklist: set your business profile, connect a domain, set up a phone number, register for A2P/10DLC, and import your first contacts.Account setup checklist →
How do I connect my custom domain?
How do I connect my custom domain?
Go to Settings → Domains and add your domain. You’ll need to create a CNAME or A record in your DNS provider pointing to HoopAI. Verification typically takes a few minutes.Domain setup guide →
How do I import contacts?
How do I import contacts?
Go to Contacts → Import and upload a CSV file. Map your columns to HoopAI fields, choose duplicate handling rules, and start the import. Batch limits depend on your plan.Importing contacts →
Integrations
What integrations does HoopAI support?
What integrations does HoopAI support?
HoopAI integrates natively with Google (Calendar, Business Profile, Ads), Facebook (Lead Ads, Messenger), Stripe, QuickBooks, Zoom, Slack, and more. You can also connect hundreds of apps via Zapier or custom webhooks.Integrations overview →
Why is my integration not syncing?
Why is my integration not syncing?
Common causes: expired authentication token, changed permissions on the connected account, or field mapping mismatches. Try disconnecting and reconnecting the integration first.Integration settings →
Support
How do I contact HoopAI support?
How do I contact HoopAI support?
Use the live chat widget on any help center page, email support from inside your account (Settings → Support), or call support (Enterprise plans only). The help center is available 24/7 for self-service.Support guide →
What are the support response times?
What are the support response times?
Starter: within 24 hours. Professional: within 12 hours. Enterprise: within 4 hours (with priority queue and optional dedicated account manager). Response times are targets for first reply.Support guide →
Where can I find tutorials and training?
Where can I find tutorials and training?
The Academy has video walkthroughs, step-by-step tutorials, and certification courses covering every platform feature.