AURA

Help, support requests and documents

Help explains how the interface works; support handles questions about your account, payments and individual situations.

Learn more: Help · Features.

Reviewed:

How to use it

  1. Find an article with the «Help» search or open the guide for the current page: the «?» button beside the heading opens the help article about that page.
  2. If you need an answer in a conversation, sign in and press the Aura Guide icon in the header or the «Aura Guide» row in the menu under your avatar: describe the page, the action and the result you expected.
  3. If the question is not resolved, open «Contact support» (the address is /support, and there is a «Support» link on the «Balance» page too). In the «What is your question about?» list choose «Payment and balance», «Generation error», «Access and account» or «Other», describe the situation in the «What happened» field (at least ten characters), tick the consent to data processing and press «Send enquiry». A guest first enters an e-mail for the reply.
  4. After sending, «Request received» appears with the request number: keep it. The reply is sent to the account's email (a guest's to the one given), and «Write another» clears the form. The current documents are available in the documents section.

What to keep in mind

  • The «Contact support» button on a failed generation opens a request form with the topic «Generation error» and a «Generation ID: …» line in the text: support uses it to find the run.
  • Aura Guide in «How to use AURA» mode answers from the help and does not see your personal project, balance or screen. The «Question about this project» mode on a project page is paid and sees only the materials of that project. Neither mode performs actions for you.
  • When AI is unavailable, the panel shows the instructions it found and clearly indicates this mode.
  • Do not send passwords, payment details, sign-in codes or secret links. They are not needed to describe the interface: the hint under the «What happened» field says so.
  • Help is shown in the interface language; whatever has no translation is shown in Russian. The article shows the date it was checked; if the interface has changed, describe the difference to support.
  • On your first visit a «We take care of your data» card appears at the bottom of the page. AURA uses only necessary cookies and browser storage: signing in, language, theme and interface conveniences; there are no advertising or tracking cookies, so no consent is requested. «Got it» or the cross removes the card on this device, «Details» opens the «Data protection policy» (the section about cookies). After you clear the browser data, the card appears again.
  • «My consents» in «Profile» (the «Security and documents» block) shows which versions of the terms of service and the data processing documents you have accepted, and the date of each consent. This is not the client's approval of project options.
  • If the request was not sent, the text stays in the field: press «Send enquiry» again. If the form did not load fully, a «Retry» button appears. Under the form there are the rows «Ask Aura Guide» and «Help» and the «Support e-mail»: you can write to it from your own mail.

Support and documents on the phone

  1. In the mobile app, open «More» → «Help» → «Contact support» or the support button on the sign-in screen. After a generation error, its number is added automatically.
  2. Enter your email, a subject and the details, open the current consent and confirm it. After sending, save the number of the request. If the answer is lost, first check your email or write to the address shown, because a repeat may create one more request.
  3. In «More» → «Profile» → «My consents», open the history and the specific edition you accepted. The texts of the documents are also available before you sign in.

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