FAQs

From app issues to common questions. Here's a list of things we get asked a lot, but don't really fit anywhere else.

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A simple icon of a bookmark with a star near the bottom to represent a featured article A simple ribbon icon. It has a slightly rounded border and a star at the bottom of it. ​ Can I use multiple HelpDocs accounts together?

You can! Multiple accounts are great when you have more than one product, or you want to use HelpDocs for your internal company documentation too.

A simple icon of a bookmark with a star near the bottom to represent a featured article A simple ribbon icon. It has a slightly rounded border and a star at the bottom of it. ​ Can I migrate or import my data from another service?

Probably! There's a bunch of places we can import from, and usually it's free 🎉

A simple icon of a bookmark with a star near the bottom to represent a featured article A simple ribbon icon. It has a slightly rounded border and a star at the bottom of it. ​ Who counts towards the user limit on plans?

All users that sign in to HelpDocs with a username/password or Single Sign On, regardless of their role, are counted towards the plan limits. Public viewers to unrestricted knowledge bases aren't.

A simple icon of a bookmark with a star near the bottom to represent a featured article A simple ribbon icon. It has a slightly rounded border and a star at the bottom of it. ​ Help! My app's not loading 😭

Oh no! First thing to do is check our status page. That'll let you know if there's any problems with the platform.

The Owner of the account left the company. How do I transfer the Ownership?

Account ownership transfer made simple—just fill out an email template, provide documentation, and we'll handle the rest. Contact support if you need help.

HelpDocs Support Scope

Here's what the HelpDocs team can help you with ✨🦄

I contacted support but didn't hear back. Did my message get lost?

If you reached out by in-app message or email you can expect a response within 1 working day. Check your spam folder if you haven't received a response by then. All emails from HelpDocs support come…

Can I embed files into HelpDocs?

Images & Videos. We'll host all your images for you, and we let you embed videos directly from Youtube / Vimeo. Use the Image and Video buttons in the article editor for those.

I can't log in to my HelpDocs account or complete signup

Not being able to log in can be super frustrating—we hear you. Here's a list of troubleshooting tips to try.

How do I reset my password?

Can't remember your password or struggling to log in? Don't worry—we've all been there! 🙈

How do I change my email?

If you need to change the email address you signed up with you can do that inside your Profile.

Can I Change the HelpDocs Branding?

We add a small amount of HelpDocs branding to each knowledge base. You have a few options of displaying it ✨

Can I have a single article appear in multiple categories?

The short answer is no. We don't have any plans to build the ability to place an article into multiple categories. It makes navigating your docs kinda tricky for users (especially things like search…

Can I host my internal docs in HelpDocs?

Sure! There's a few ways to use HelpDocs for your internal documentation.

I’m seeing a blank screen when I load my knowledge base

Whelp. Nobody likes a blank screen. The most likely cause is having switched your template to Custom in Settings > Brand > Templates.

Help! No articles are appearing on my knowledge base

If you're looking at your knowledge base and no articles are showing up even though you've written categories and articles, then the problem is the article statuses.

What is an account slug?

If you get in touch and need some support, we may ask for your account slug. The slug is just the first part of the URL where your dashboard and knowledge base are hosted.

I've added a script but it isn't working

That's no good! There's a ton of reasons why a script might not load, but here are some troubleshooting tips.

How do related articles work?

When you publish an article, you might find a related articles section gets added to the bottom of the page. Here's how this works.

Can I host my API docs in HelpDocs?

Of course! We host our own API docs in a separate HelpDocs account. 🙃

Will translated articles be deleted if I remove that language?

Nope they'll still be there waiting for you 🤩 We won't delete articles unless you click the delete button within the article editor.

My Article Has a Blank Space to the Left. What's Wrong?

Finding that your article card is shifted to the right and there's a big space to the left of it?

One of my headings isn't showing in the table of contents

Is one of your article's headings missing in the table of contents ? It may be because you've got a smaller heading above a larger one, like this: Heading 2 Heading 1 We won't show the first heading…

I'm getting 'Your connection is not private' on my custom domain

This will be because you need to enable an SSL certificate on your custom domain. We take care of this for you but you'll have to click a button. Here's what to do: Head to Settings > General. Click…

How do I publish an article that's not available in the default language?

Our multilingual feature allows you to create translated articles in a couple clicks. It always branches off of a default language article. But what if you want to publish an article that's only avai…

Why isn't my contact form showing up?

This is probably to do with an existing chat integration you have enabled. The contact form gets disabled if you have one of the following integrations enabled in Settings > Integrations : GoSquared.…

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