Support
How can we help?
Most problems have a quick fix below. If yours doesn't, send us a message. A real person replies, usually within one working day.
Common fixes
Installing and signing in
Windows says "Windows protected your PC"
Windows shows this for apps it hasn't seen many times before. Click More info, then Run anyway.
The app is stuck on "Sign in to start"
Choose Sign in with HacknetAI. A page opens in your browser. Sign in there if asked, check the code matches the one in the app, and choose Yes, connect. The app picks it up within a few seconds. If the page didn't open, go to hacknetai.com/activate and type the code.
"The sign-in code expired"
Codes last 10 minutes. Choose Sign in with HacknetAI again for a new one.
"You've been signed out of HacknetAI"
The computer was signed out from Account → Signed-in apps, or your password was reset. Sign in again from the app.
"Can't reach HacknetAI"
The apps need an internet connection for anything that uses AI. Check your connection, and any VPN or firewall that might block hacknetai.com.
Lumen
Lumen can't hear the interviewer
When Windows asks to share your screen, choose a screen and tick "Share audio". That's how Windows passes on the other person's voice. It's the most common cause by far.
Lumen can't hear me
Allow microphone access when asked, then check the microphone chosen on the start screen. Detect finds the one you're speaking into. Check you haven't muted it with Ctrl Shift M.
It says "Service offline" on first launch
Lumen is downloading its speech model (about 250 MB) the first time. Leave it open and it switches to Ready when done.
The Start button is greyed out
Either you're not signed in, your account has no Lumen plan, or you've used this month's interview minutes. The start screen says which, and when your minutes reset.
Answers stopped in the middle of an interview
Either your minutes ran out (the timer in the top bar turns amber 5 minutes before), or the session stopped itself after 20 minutes without questions. In that case start a new session; you weren't charged for the quiet time. Only one session can run at a time on an account.
"Start an interview to get live answers"
Live answers need a running session. Press Start session on the start screen first. Preparing answers and rehearsing work without one.
jobEasy
"You've used all your tailored CVs"
You've reached this month's CV limit (the Free plan's two CVs are one-time). You can still make up to 15 edits to CVs you've already tailored. Your dashboard shows when the limit resets, or upgrade for more.
"This CV has had its 15 included edits"
Edit it by hand in Overleaf (Overleaf: your CV, then Paste edited CV), or tailor a fresh CV for the job.
Web Search, PhD search or the Agent says it isn't in my plan
Those come with jobEasy Pro Max or the Pro Max bundle. See Pricing.
A search found no jobs
jobEasy only shows jobs posted in the last 7 days. Try fewer keywords, or check the location filter. A
NOT can rule out more than you meant.
The CV PDF didn't appear
Open it in Overleaf instead (Overleaf: your CV). It builds the PDF there, and you can download it.
Account and billing
Change my card, switch plan, get an invoice or cancel
Account → Manage billing opens Stripe's secure billing page, where you can change your card or plan, download invoices or cancel. You can also manage it at link.com, which sent your receipt. A charge from LINK.COM* on your statement is us.
I want a refund
Within 14 days of your first payment, you can have a full refund. Reply to your receipt email or send us a message below. See the refund policy.
I forgot my password
Use Reset your password. For safety, a reset signs you out everywhere, including the apps. Sign in to them again afterwards.
I lost a laptop that was signed in
Go to Account → Signed-in apps and choose Sign out next to it. It stops working straight away.
Delete my account and data
Send us a message below with the topic "Account and sign-in" and we'll delete your account and its data.
Contact support
Tell us what happened and what you expected. Include the app, your Windows version and the exact message, if there was one. That usually gets it fixed on the first reply.
Or email hacknetai@gmail.com.