Help Center
How to reach our team, what happens after you send a ticket, and how account deletion works.
Get help with a ticket
The fastest way to reach us is a ticket from the Help menu, on the web or in the Possibl app. Our team usually replies within 24 hours.
- 1Sign in to your Possibl account and open the Help menu.
- 2Choose the category that fits best and write a short subject.
- 3Describe the problem: what you did, what happened, and when. For a transcript or Text to Speech audio, include its title.
- 4Attach a screenshot or payment receipt if you have one (JPG, PNG, WEBP, GIF, or PDF, up to 10MB).
- 5Send the ticket. We email you whenever there is a reply, and you can answer in the same ticket.
Ticket categories
- Transcription result
- An inaccurate transcript, a failed job, or mixed-up speakers.
- TTS result
- Text to Speech audio that doesn't match the script or failed to generate.
- Payment
- Balance not added, a failed payment, or a billing question.
- Student verification
- Problems verifying your campus email for the student bonus.
- Account & login
- Can't sign in, changing your email, or other account questions.
- Other
- Suggestions, general questions, or anything else.
Ticket statuses
- Open
- We have your ticket and it is waiting to be picked up.
- In progress
- Our team is working on it.
- Resolved
- We have sent a solution. Reply to the ticket if the problem continues.
- Closed
- The ticket can no longer be replied to. Send a new ticket if you still need help.
Can't sign in?
If you can't sign in to your account, email [email protected] from the email address registered to your Possibl account. We can't make account changes from any other address.
[email protected]Account deletion
You can ask for your Possibl account to be deleted at any time.
How to request deletion
- In the Possibl app: open Profile, then choose Delete account.
- By email: send your request to [email protected] from your account's email address.
30-day waiting period
We process requests within 30 days of receiving them. If you sign in to the account again before the deletion is processed, the request is cancelled automatically and the account keeps working as usual.
What is deleted
- Personal data: name, email, and profile photo
- Media files you uploaded
- Transcripts and their notes
- Text to Speech scripts and audio
- Help tickets and their attachments
What is kept
- Payment transaction records we are required to keep under tax and accounting regulations. These records are no longer linked to your personal data.
Any unused balance is forfeited and cannot be refunded. Use your balance before you request deletion.
Once processed, the deletion cannot be undone and your data cannot be recovered.
The full rules are in the Account Deletion section of the Terms & Conditions and in the Privacy Policy.