Help
Answers, and a person
The things people actually write in about, in the order they write in about them. If yours isn’t here, there’s an address at the bottom that a human reads.
Searches these pages in your browser. Nothing you type here is sent anywhere.
Signing in
Getting into your account, and getting back in.
- I’ve forgotten my password
- Go to the sign-in page and choose “Forgotten your password?”, or go straight to /forgot-password. We’ll email a link that lets you choose a new one. The link works once and lasts an hour, and using it signs you out on every other device — that is deliberate, so a reset actually locks out anyone who shouldn’t be there.
- The sign-in or reset email never arrived
- Check your spam folder first — that is where most of them are. If it still hasn’t come after ten minutes, write to us and we’ll look at whether it left our end. Note that we always say “if that address has an account, a link is on its way” whether or not it does, so that message is not confirmation the account exists.
- I no longer have access to my email address
- This one needs a person, because both sign-in links and password resets go to that address. Write to us from any address and we’ll work through it — we’ll ask for evidence such as an existing signed-in device or a prior payment, we will not accept guesses at security questions, and we notify the old address before anything changes. It is slower than a self-service flow on purpose: an automatic address change is how accounts get stolen.
- Can I sign in with Google?
- Not yet. Email and password, or a one-time sign-in link by email, are the two ways in today.
Billing and refunds
What you are paying, and how to stop.
- What am I actually paying?
- Nothing yet. Readeroom is free while we build it, and no paid plan is on sale. When one is, the price, the renewal date, the tax treatment and the refund terms will all be on the pricing page before any button, not after it.
- How do I cancel?
- When paid plans exist: one click in your account, effective at the end of the period you have already paid for. Cancelling keeps your library, every measurement, your baseline, your progress and your streak history — reading continues on the free plan. There is no retention flow to argue with.
- My payment failed
- Nothing of yours is held hostage. A failed payment closes the paid features and touches nothing else — your library, your measurements and your progress stay exactly as they are, and reading continues. Update your card in your account and everything reopens.
- Where are my receipts?
- In your account, under plan and billing — every charge, including any that failed or were refunded, with a document you can hand to an accountant. We never rebuild that list from your current plan, so a refunded charge cannot quietly disappear from it.
A result you didn’t expect
Refused readings, numbers that moved, gates that didn’t open.
- I finished a reading and got no number
- That is the product working, not failing. If you went faster than a person can actually read, or the comprehension questions came out at about the level of guessing, we decline to give you a number rather than flatter you with one. The screen tells you which of the two it was. Read it again properly and the number appears.
- My effective speed went down
- Effective words per minute is your reading speed multiplied by how much you kept. Reading faster while keeping less can move it down, and that is the point — the number is designed to be hard to game. Harder material moves it too.
- I met the target but the gate didn’t open
- A gate needs every criterion met, not most of them, and on two separate days. The gate screen lists each criterion with your standing against it, so the one holding the door is visible. Steadiness is the one people most often miss: it asks that your pace does not swing wildly between passages.
- Why is the full measurement so long?
- Three passages take about eight minutes because consistency cannot be measured in one reading, and consistency is what the levels are judged against. The three-minute test is genuinely useful and genuinely rougher — it says so on the result.
Your data
Taking a copy, and leaving.
- Can I get a copy of my data?
- Yes, from your account, under data and privacy — a JSON file with your account, profiles, sessions, baseline, curriculum state, streaks and library details. It is rate-limited to twice a day, which is a stated limit rather than an error.
- How do I delete my account?
- Write to us and we will do it. A self-service button is coming; until it exists we would rather do it properly by hand than have you wait for it. Deletion removes your live data immediately, and the last copy of it goes when the backup holding it ages out — 30 days at the outside. We would rather tell you that than claim deletion is instant everywhere, which is never true of anywhere that keeps backups.
- Who can see the documents I import?
- You. Imported content is stored per-account, is never pooled with anyone else’s, and is never used to train anything. The full picture is on the privacy page.
- Do you track me?
- There is no advertising technology, no third-party analytics and no cross-site tracking in this product. The only third-party script is Stripe’s, on the checkout page. We do keep first-party usage records in our own database — the privacy page describes exactly what and for how long.
Reach a person
help@readeroom.com — that is the whole system. There is no live chat, no chatbot and no ticket portal to log into, which we mention up front so nobody spends five minutes looking for one.
| If it’s about… | You’ll hear back within |
|---|---|
| Billing, or being locked out | One working day |
| Anything else | Two working days |
| A security report | Two working days to acknowledge — send those to security@readeroom.com instead, and see the security page |
| Your data — a copy, or deletion | Five working days — or do it yourself in your account |
Please include the email address on your account. Never send a password or a card number — we will never ask for either, and anyone who does is not us.
This is a small operation, so those windows are what we can actually keep rather than what would look best here. If we are going to miss one, we would rather say so than go quiet.