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Support

We are here to help. Find answers below or contact us directly.

Contact support ↓Troubleshooting ↓Response times ↓FAQ →

Contact support

Email

Send your question or issue to support@bookshaper.ai

What to include

  • Your account email address
  • A description of the issue or question
  • What you expected to happen
  • What happened instead
  • Your operating system and Bookshaper version (if applicable)

Standard response time is 24–48 hours. Subscription and access issues for Pro users receive priority response within 24 hours.

Troubleshooting

Common issues and how to resolve them. Try these steps before contacting support.

I cannot log in

  1. 1Verify your email address and password are correct.
  2. 2Check that your internet connection is active.
  3. 3Try resetting your password using the link on the login page.
  4. 4If the issue persists, contact support with your email address.

My subscription shows as expired

  1. 1Check your email for any billing failure notices.
  2. 2Log in to your Stripe billing portal to verify your payment method.
  3. 3If your payment method is valid and you were charged, contact support with your email and the date of the charge.

AI analysis is not running

  1. 1Verify your subscription is active (check the subscription status in your account).
  2. 2Ensure your API key is configured correctly in Settings > AI.
  3. 3Check that your manuscript has content in the active scene.
  4. 4If the analysis starts but fails, try again. If it fails repeatedly, contact support with the error message.

Manuscript import fails

  1. 1Verify the file is in a supported format (Markdown or plain text).
  2. 2Check that the file is not empty.
  3. 3Try importing a smaller file to test.
  4. 4If the issue persists, contact support with the file format and approximate file size.

Export is not working

  1. 1Verify your subscription is active.
  2. 2Check that the export format is supported.
  3. 3Try exporting a single chapter first.
  4. 4If the issue persists, contact support with the export format and any error message.

The application is slow or unresponsive

  1. 1Close other resource-intensive applications.
  2. 2Restart the Bookshaper application.
  3. 3If working with a very large manuscript, try focusing on individual chapters.
  4. 4If the issue persists, contact support with your operating system and application version.

Response times

Response times depend on the severity of the issue.

SeverityDescriptionResponse
CriticalCannot access the app, subscription broken, or potential data loss.Under 12 hours.
HighCore functionality impaired but not fully blocked.Under 24 hours.
MediumNon-critical issues affecting usability.24–48 hours.
LowCosmetic issues or feature suggestions.48+ hours.

What support does not cover

Bookshaper support covers technical issues, account questions, and application bugs. Support does not provide:

  • Manuscript critique or story feedback
  • Editing, rewriting, or story development advice
  • Custom feature development
  • Real-time coaching or live sessions

Additional resources

DocumentationFAQProtecting Your Work