Support

Credits

• What things cost: exploring a card (finding the sources that branch off it) costs 10 credits. Lighter actions, such as Mindmap this, Compare (per card), Trace and a card’s explanations, cost 5. Check sources is free. The app shows the cost on each button before you use it.
• Free credits: everyone gets 20 free credits a day, as a guest or signed in. They are topped up each day, not added up, so they don’t pile up.
• More credits: a plan adds credits every month, and a credit pack adds credits once; pack credits never expire and are used last. See Pricing.
• Your balance: the credits pill at the top of the canvas; click it for your plan and recent use.

When an exploration fails

• Your credits come back by themselves: if an action fails before it produces anything (no cards found, a dropped connection, a server restart), the credits it used are returned to your balance automatically. You don’t need to ask.
• Try again, or try a narrower topic: very broad or very new topics sometimes find too little. A more specific question usually works.
• “Our host is checking your connection”: our hosting provider sometimes checks a connection before letting it through. Try again in a minute.

Saving your canvases

• Signed in: your canvases are saved to your account as you work, so they follow you to any device. The Free plan keeps one canvas in your account (more on this device); paid plans keep them all, with version history.
• As a guest: canvases are saved only in this browser. Clearing the browser’s data, or a private window, loses them. Sign in (free) to keep them: what you made as a guest moves into your account.
• Exporting: the Export menu saves a canvas as Markdown on every plan, and as Obsidian, BibTeX / RIS, Zotero, Notion, HTML or JSON on paid plans.

Signing in

• The code doesn’t arrive: it comes from noreply@noctura.app within a minute; check spam and promotions. A code lasts 10 minutes and works once. You can ask for a new one after 30 seconds, and a few times an hour.
• Other ways in: Google, Microsoft or GitHub, or a password if you set one in Settings → Account.
• On a shared or lost computer: Settings → Account → Sign out everywhere ends every session of your account.

Plans and cancelling

• Choosing a plan: on Pricing, or from the credits pill in the app. Plans are billed monthly in rupees through Razorpay and renew automatically.
• Cancelling: Settings → Account → Plan and billing → Cancel plan. You keep the plan and its credits until the end of the period you’ve paid for, and you aren’t charged again. No email or call is needed.
• Receipts: each payment emails a receipt to your account’s address, with a link to manage your plan.

Refunds

A renewal you didn’t intend, or a credit pack you no longer want, is refunded in full if you ask within 7 days and haven’t used the credits it added. The details, and how to ask, are in the Refund & Cancellation Policy.

Your data, and deleting it

• A copy of everything: Settings → Account → Download your data: your canvases, notes, credit history and settings in one file.
• Deleting your account: Settings → Account → Delete account. Type DELETE and enter the code we email you; your account and its canvases are deleted, and any plan is cancelled first. Payment records are kept as the law requires; see the Privacy Policy.
• Can’t sign in any more? Email privacy@noctura.app from the account’s address.

Noctura for Word: getting started

• What you need: Word in Microsoft 365, or Word 2021 or later, on Windows or Mac (Word 2016 and 2019 can't run it), and a noctura.app account (finding and citing sources also works without one, with the free daily credits). Noctura for Word isn’t available in Word on the web.
• Installing: download the add-in’s file, manifest.xml. The Download page shows how to add it to Word on Windows and on Mac. If your organisation installs add-ins for you, your IT team can deploy the same file from the Microsoft 365 admin center (Settings → Integrated apps).
• Opening it: on the Home tab, choose Noctura. The panel opens beside your document.
• Signing in: use the same account as noctura.app: an email code or your password in the panel, or Google, Microsoft or GitHub in a sign-in window. Allow the sign-in window if Word asks.

Writing a canvas as a paper

• From Word: on the Paper tab, pick one of your canvases, choose the look, the citation style and what to include, then Write the paper. It goes in a section at a time.
• From the browser: with the panel open and signed in, a Word button appears at the top of your canvas on noctura.app. It sends the canvas as it is on screen, and Word writes it after any text already in the document, on a new page.
• Writing it again: Write it again from the canvas asks first, then replaces only that paper (from its title to the end of the document). Your own text before it stays, and Word’s Undo brings back anything replaced.
• What the AI writes: every section comes from your canvas. The AI writes only the abstract, the closing conclusions and the keywords, from your cards, and the paper says so above its references.
• Plans: papers are part of the Pro and Researcher plans, and Student includes one a month (writing that canvas again the same month is free). Finding sources (5 credits) and inserting a source with a summary (5 credits) use credits on every plan. See Pricing.

Citations and references

• Citations are numbered (Vancouver), APA 7 or Harvard, chosen per document on the Sources tab. Switching the style renumbers every citation and rewrites the reference list.
• The sources’ details are saved inside the document, so citations keep working after you close and reopen it, or send it to someone else with the add-in.

Noctura for Word: if something isn’t working

• The panel says you’re signed out: sign in again from the panel. Signing out in Word ends only Word’s session, not your sessions in the browser.
• The Word button doesn’t appear on the canvas: keep the panel open in Word and signed in to the same account as the browser, then wait a few seconds.
• A paper sent from the browser didn’t arrive: it waits up to 30 minutes for the panel. If the panel says the canvas is no longer kept, send it again from the canvas, or pick the canvas on the Paper tab.

Noctura for Word: your data

The add-in reads the parts of your document it needs: the selected text when you search, and the text around the cursor when you insert a summary. What we keep, and how to export or delete it, is in the Privacy Policy. The Terms of Service cover your use of Noctura and the add-in.

Contact

Support and anything else: info@noctura.app. Privacy questions or requests: privacy@noctura.app.