You reach the FlopHero team from the Help button in the top bar: it opens the Help Center's search, and Message the team in that search brings a person into the conversation, inside the app. The profile menu holds this knowledge hub and, where FlopHero has one, its Discord community.
Reach the team from the app
- Click Help, the question mark in the top bar. The Help Center's search opens over the screen you are on.
- Choose Message the team at the foot of the search.
- Pick what happened: A payment or my account; Not loading or stuck; Cannot read the matrix; Something is broken; I have an idea.
- Write your message and click Send.
You can close the window and come back for the answer. When a reply is waiting, the Help button carries a number. Choose Message the team in the search, and the conversation is there.
The profile menu, under your profile chip, holds two more ways in:
The profile menu: your name and plan at the top, then Subscription, Settings, What's new and Help Center, with Sign out at the bottom.
- Help Center opens this knowledge hub.
- Discord opens the FlopHero community, where FlopHero has one.
If you cannot sign in
The routes above start inside the app, so a sign-in that will not go through needs a different first step. These are the messages:
- We could not complete the login. is the attempt failing at the end.
- We could not start the login. is it failing before it begins.
- Your login session expired before it could finish. is a login that ran out part-way, after a closed laptop, a back button or an old cookie.
- Something Went Wrong is a sign-in error with no reason it can name.
- Academy Setup in Progress means the address belongs to a school whose setup is not finished, so its own text sends you to that school rather than to us.
The login page carries the fix underneath: This usually means an old login cookie or session has expired in this browser. The fastest fix is to clear your session and try again. Do that before writing in.
Once you are in, Session expired. Please sign in again. is the same problem later on. Sign back in and carry on.
The Help button needs you signed in. If none of the above gets you in, reach the team from the FlopHero community on Discord, where FlopHero has one, with the message you saw, your browser and its version, and when it happened.
Report a bug or send feedback
The help window is also how you report a bug or send an idea: pick Something is broken or I have an idea. Under the message box you can attach a screenshot of the page, a file or a screen recording.
A good bug report helps the team reproduce and fix the issue faster. Include:
- What happened, in one or two sentences
- What you expected to happen instead
- The exact steps to reproduce it
- Your browser and its version
- Your device and OS
- A screenshot or screen recording
- The hand or session ID, if it relates to one
If a hand looks wrongly parsed, include the hand ID or the file name you uploaded. Describe what looks wrong in a line or two.
Billing, refunds and crypto
For billing questions, see Managing Your Subscription and the Billing FAQ. To reach a person, choose Message the team in the Help search and pick A payment or my account.
Where to go next
- Fixing Common Problems for login, upload and analysis issues.
- General and Technical FAQ for quick answers.
- Privacy for where your hands are stored, data sharing and deletion requests.