Question 1

Getting started

Accepted Answer

Create an account, sign in, and confirm your email to finish setting up Elo. If you already have an account, log in and continue from the app. If the verification email does not arrive, open the pending verification page to resend it, switch to a different email address, or contact support. New here? Start with voice intake Email signup includes a quick verification step to finish setting up your account.

Question 2

Billing and minutes

Accepted Answer

Your plan, minute balance, add-ons, and billing status are shown in the Billing area. If something looks off, use the billing support entry on that page or email support@getelo.ai. AI Coach plans renew monthly unless you cancel renewal in Billing. Historical human lesson balances remain visible for account reconciliation. Plan changes apply on the next billing cycle rather than immediately. There is no prorated charge or refund for the current cycle when you change plans. If renewal fails, Elo may place the subscription into a retry or billing-fix state before recurring minutes refresh again.

Question 3

Sessions and reviews

Accepted Answer

Completed lessons and reviews appear in the app after a session finishes. If you cannot find a review or something looks wrong, contact support with the session time and topic. Elo may keep a small set of lesson-based learning signals, such as a recent win or current focus, so future lessons and reviews can continue from your progress. Live lessons open in the live classroom. If camera access is unavailable, the lesson can still continue in audio-only fallback for both learners and coaches. After class, replay and review remain audio-based. If you expected a video replay, check the review page labels or contact support before assuming media is missing. If you enable a public review share link, anyone with that tokenized link can view the shared review page until you disable sharing again. You can control learner memory in Settings. If camera permission is blocked, open browser site settings and allow camera access for Elo. If your camera is unavailable, you can still continue in audio-only fallback and restore video later when the device or permission issue is fixed. If the network looks weak, stabilize your connection before class so video can stay active. Turning learner memory off stops Elo from updating and using that memory for future lesson continuity until you turn it back on.

Question 4

Privacy and data requests

Accepted Answer

You can update core account information in the app. Some privacy requests, such as broader access, correction, or deletion handling, may still require support review. Elo uses service providers to support payments, analytics, live classroom workflows, email delivery, transcription, AI processing, and storage. The current Privacy Policy explains these categories at a high level. If you want a public review share removed, disable the share link in the product first, then contact support if you need more help. If you need help with account access, correction, or deletion requests, email support@getelo.ai with enough account context for the team to verify the request safely.

Question 5

Need more help?

Accepted Answer

Email support@getelo.ai and include the page you were using, the time the issue happened, and any error text you saw. That gives the team enough context to help quickly.

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