Ask Help
Help is a chat inside Stichos that answers questions about the app from these guides, in your interface language. It can also pass a problem or your feedback to the Stichos team, who reply by email. You need a Stichos account (any plan) with a confirmed email address to use it.
Open the Help chat
- Sign in. On a wide screen, choose Help at the bottom right of the page.
- On a phone or tablet, open the account menu (your avatar at the top of the app). Under Support, choose Help.
The panel opens over the page you’re on. Minimize Help folds it to a small bar so you can see the page while you write; Show Help opens it again. Close Help closes it.
Ask a question
- Type your question in the box (Ask a question…). A message can be up to 2,000 characters; past 1,800 a counter appears under the box.
- Choose Send. To stop an answer that’s being written, choose Stop.
Help answers from the guides in your language and links you to the page that covers your question. It always answers in your interface language, even if you write in another one.
Or start with one of the three buttons:
- Find it in the docs starts a question for you to finish (“Where in the docs can I read about …”).
- Report a problem sends “I’d like to report a problem.” straight away, and Help asks what went wrong.
- Send feedback starts a message for you to finish.
Example
Tom asks: “How do I save a word?” Help explains that you choose the word in the story, then save it to your Word Bank, and links to Looking up a word.
Send a problem or feedback to the Stichos team
When Help can’t answer, or you report a problem, it offers to send your message to the team. It sends only when you agree.
- The team gets your message by email, with your account’s email address to reply to. Help never sends anything anywhere else.
- For a bug, a billing question, or an account problem, we reply to the email on your account.
- Feedback is read, but it doesn’t always get a reply.
Help can send up to 3 messages to the team a day.
How many messages can I send?
You can send 30 Help messages a day. After that, Help says: “You’ve used today’s 30 Help messages. They refresh at midnight UTC, or email info@stichos.com.”
If Help says “Help isn’t answering right now. Try again in a moment, or email info@stichos.com.”, the message usually doesn’t count. Choose Retry to send it again.
If Help says “Help couldn’t take that message. Try a shorter one, or email info@stichos.com.”, shorten your message and send it again.
What Help can’t do
Help can read these guides and send a message to the team. That’s all. It can’t:
- see your stories, your Word Bank, or your students;
- change your settings, your plan, or your password;
- give refunds or change a payment.
For those, use Settings and account or Plan & billing, or write to us.
Is my chat saved?
No. Stichos doesn’t store your conversation. Only a message you choose to send to the team is kept. Closing the panel keeps the conversation until you sign out or reload the page.
Why can’t I see the Help button?
It shows only when you’re signed in, inside the app, on a screen at least 1,200 pixels wide. On smaller screens, use Help in the account menu. You can also email us from Need help? Email us in the same menu.
What do you want to do?
Related: Troubleshooting · Contact us · Plans and limits
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