Frequently Asked Questions
Where can I learn how ASK, CHECK, credits, and Cortex Trust work?+
Visit the main FAQ for product guidance and the Pricing page for current credit packs, subscriptions, and credit consumption.
How do I add credits?+
Sign in, open Pricing or Account, and choose Buy More Credits. Stripe securely processes one-time top-ups and subscriptions.
I cannot sign in or access a saved report. What should I send?+
Email the account address, approximate time, browser, and a concise description. Do not send passwords, payment-card details, authentication tokens, or confidential source documents.
Where are privacy and data-processing details?+
See the Privacy page for current service providers, submitted-content processing, retention, and account-data information.
What happens if a paid analysis cannot complete?+
When an eligible paid operation fails because of a Cortex system or provider problem and produces no usable result, its reserved Cortex Analysis Credits are restored automatically. Credit restoration is separate from a monetary refund. Contact support if the balance does not update or the failure remains unresolved.
How do cancellation and refunds work?+
Cancelling a recurring plan stops future renewals and does not erase otherwise valid credits already in the shared balance. Cortex does not automatically refund unused credit packs or unused portions of a subscription period. If you believe you were charged in error, contact support within 30 days for review. See the Terms for the complete policy.
How does Cortex handle my questions, documents, and reports?+
Cortex processes the question, claim, document text, evidence, and context needed to provide ASK or CHECK. Saved results may be associated with your account for report history and remain until you delete them or close the account, subject to legal retention requirements. Submitted content is sent only to configured service providers needed to process the request. See Privacy for details.
How do I report a bug or get help?+
Email support@cortexengines.com with a concise description, the approximate time, and the operation type. Do not send passwords, payment-card details, authentication tokens, API keys, or confidential source documents.
Still need help?