FAQs

​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.

Jake Peters
Updated 12 seconds ago by Jake Peters

​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 🎉

Jake Peters
Updated 1 month ago by Jake Peters

​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.

Jarratt Isted
Updated 1 month ago by Jarratt Isted

​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.

Jake Peters
Updated 4 months ago by Jake Peters

​Is HelpDocs GDPR compliant?

TL;DR: yes!

Jake Peters
Updated 4 months ago by Jake Peters

How do I change my email?

If you need to change the email address you signed up with, contact support from inside your dashboard with the old and new email address. We can change it over for you manually.

Jake Peters
Updated 3 weeks ago by Jake Peters

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 ✨

Jake Peters
Updated 1 month ago by Jake Peters

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…

Jarratt Isted
Updated 2 months ago by Jarratt Isted

Can I host my internal docs in HelpDocs?

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

Jake Peters
Updated 3 months ago by Jake Peters

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.

Jarratt Isted
Updated 3 months ago by Jarratt Isted

Is my data secure and protected?

At HelpDocs we take security and data protection seriously. Here's an overview of some stuff we're doing to keep your data safe.

Jake Peters
Updated 4 months ago by Jake Peters

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.

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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.

Jarratt Isted
Updated 4 months ago by Jarratt Isted

How do I reset my password?

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

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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.

Jarratt Isted
Updated 4 months ago by Jarratt Isted

I can't log into my HelpDocs account

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

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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.

Jake Peters
Updated 4 months ago by Jake Peters

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.

Jarratt Isted
Updated 4 months ago by Jarratt Isted

Can I host my API docs in HelpDocs?

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

Jake Peters
Updated 4 months ago by Jake Peters

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.

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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?

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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…

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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…

Jarratt Isted
Updated 4 months ago by Jarratt Isted

HelpDocs Support Scope

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

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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…

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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.…

Jarratt Isted
Updated 4 months ago by Jarratt Isted

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