> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Quick answers to the most common questions about HoopAI — accounts, billing, limits, data, integrations, and support.

Find quick answers to the most common questions about HoopAI. Each answer includes a link to the full guide for more detail.

## Account and login

<AccordionGroup>
  <Accordion title="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 →](/troubleshooting/password-reset)
  </Accordion>

  <Accordion title="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 →](/troubleshooting/account-locked)
  </Accordion>

  <Accordion title="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 →](/getting-started/two-factor-auth)
  </Accordion>

  <Accordion title="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 →](/getting-started/inviting-team-members)
  </Accordion>

  <Accordion title="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 →](/getting-started/user-roles-and-permissions)
  </Accordion>
</AccordionGroup>

## Billing and plans

<AccordionGroup>
  <Accordion title="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 →](/settings/plan-comparison)
  </Accordion>

  <Accordion title="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 →](/settings/billing-portal)
  </Accordion>

  <Accordion title="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 →](/settings/billing-portal)
  </Accordion>

  <Accordion title="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 →](/settings/payment-issues)
  </Accordion>

  <Accordion title="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 →](/settings/cancel-or-downgrade)
  </Accordion>

  <Accordion title="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 →](/getting-started/free-trial)
  </Accordion>

  <Accordion title="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 →](/getting-started/free-trial)
  </Accordion>

  <Accordion title="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 →](/settings/payment-issues)
  </Accordion>
</AccordionGroup>

## Platform limits

<AccordionGroup>
  <Accordion title="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 →](/settings/platform-limits)
  </Accordion>

  <Accordion title="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 →](/settings/platform-limits)
  </Accordion>

  <Accordion title="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 →](/settings/platform-limits) · [API docs →](/developer/guide/making-requests)
  </Accordion>

  <Accordion title="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 →](/settings/platform-limits)
  </Accordion>

  <Accordion title="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 →](/settings/platform-limits)
  </Accordion>
</AccordionGroup>

## Data and privacy

<AccordionGroup>
  <Accordion title="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 →](/settings/data-export)
  </Accordion>

  <Accordion title="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 →](/settings/cancel-or-downgrade) · [Data export guide →](/settings/data-export)
  </Accordion>

  <Accordion title="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 →](/legal/privacy-policy) · [Data processing agreement →](/legal/data-processing-agreement)
  </Accordion>

  <Accordion title="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/hipaa-compliance)
  </Accordion>
</AccordionGroup>

## Getting started

<AccordionGroup>
  <Accordion title="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 →](/getting-started/account-setup)
  </Accordion>

  <Accordion title="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 →](/getting-started/connecting-your-domain)
  </Accordion>

  <Accordion title="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 →](/contacts/importing-contacts)
  </Accordion>
</AccordionGroup>

## Integrations

<AccordionGroup>
  <Accordion title="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 →](/settings/integrations)
  </Accordion>

  <Accordion title="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 →](/settings/integrations)
  </Accordion>
</AccordionGroup>

## Support

<AccordionGroup>
  <Accordion title="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 →](/settings/support)
  </Accordion>

  <Accordion title="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 →](/settings/support)
  </Accordion>

  <Accordion title="Where can I find tutorials and training?">
    The [Academy](/academy/quick-start/overview) has video walkthroughs, step-by-step tutorials, and certification courses covering every platform feature.
  </Accordion>
</AccordionGroup>