How do I start a Conversation?
Choose a Topic as your starting point, give the Conversation a clear name, then invite people with a simple link. You can go from sign-in to your first invite link in about two minutes.
Help centre
Solve it here, without waiting on email.
Quick answers for signing in, invite links, replies, credits, and your data. No account needed to read this page.
Getting started
The shortest path from signing in to a useful Conversation report.
How do I invite people?
Open your Conversation and use the Invite List to add people one by one, or create a group link that several people can use. Hearken reserves credit when a person is invited, so your wallet cannot overspend.
How do people reply?
People open their invite link in any browser — no account or app needed. Text replies are always available, and voice is record-then-send where the browser supports it.
When can I see the Conversation report?
Once enough people have completed their replies, open the Conversation report to see themes, supporting evidence, and suggested next steps. The report page tells you when it is ready and what is still missing.
Signing in
Most sign-in trouble is solved by requesting a fresh magic link.
My magic link email has not arrived.
Check your spam or junk folder first. If it is not there after a couple of minutes, go back to Sign in and request a new link — the newest link is the one that works.
I keep requesting links but nothing ever arrives.
The Hearken preview is invite-only, so sign-in links are only sent to people on the First Listeners list. If you have not joined yet, join the waitlist — once you are approved, sign in with the same email your invite was sent to.
It says my link has expired or was already used.
Magic links work once and expire quickly for your security. Request a new link from the Sign in page and open it on the same device where you want to use Hearken.
Google, Microsoft, or Apple sign-in is not working for me.
Use a magic link instead — it signs you into the same account as long as you use the same email address. Every sign-in method with the same email reaches the same workspace and wallet.
Which email should I use?
Always the same one. Your Conversations, credits, and any welcome credits are tied to your email address, so switching addresses would start a separate, empty account.
Invite links and replying
For people who received a link, and for creators sharing them.
My invite link says it is unavailable or expired.
Invite links can expire or be replaced. Ask the person who invited you to send a fresh link — they can do this from their Invite List in a few seconds.
The group link says all replies are completed.
Group links close once their reply limit is reached, shown as “X of Y replies completed for this link.” Ask the person who invited you to raise the limit or share a new link.
I started a reply but had to leave. Is it lost?
No. Open the same invite link again and you can resume where you left off, or choose to start over. Your earlier answers are kept until you finish or restart.
Do people need a Hearken account to reply?
No. An invite link is all anyone needs. Depending on how the Conversation was set up, people may also be able to reply anonymously.
Credits and billing
How credits are reserved, used, returned, and topped up.
How do credits work?
Credits are reserved when you add people, so every invite link is covered. A credit is used when someone completes a reply and when you generate a Conversation report. Reserved credits that go unused are returned to your wallet after the Conversation’s end date.
How do I add credit?
Go to Settings > Billing and choose a credit pack. Payment runs through Stripe’s secure checkout — card details never touch Hearken — and Stripe emails your receipt.
I paid but my credits have not appeared.
Credits usually arrive seconds after Stripe confirms payment. Refresh Settings > Billing and check the transaction list. If they are still missing after a few minutes, contact support with the email you used to sign in.
Why can't I get free welcome credits again?
Welcome and First Listener credits are one-time per email address, even if an account is deleted and recreated. This keeps the preview fair for everyone.
Voice, text, and connection
What to do when the microphone or network gets in the way.
Voice recording will not start.
Your browser needs microphone permission — look for the prompt near the address bar, or check the site permissions in your browser settings. If voice is blocked or unsupported, switch to text: typing is always available and counts exactly the same.
I lost my connection while replying.
Keep going. Your answers are saved in your browser and sent automatically once you are back online. You will see a banner while Hearken is offline or catching up.
My voice answer was transcribed wrong.
You can review the transcription before sending. If a recording fails, retry it or switch to text for that answer — mixing voice and text in one reply is fine.
Your data and leaving Hearken
Export first, then delete — so you never lose what you need.
How do I download my Conversation data?
Open the Conversation and use its download control to export the data. Settings > Privacy also lets you export the data stored locally in this browser.
How do I delete a Conversation?
From the Conversation’s settings, download its data first, then type “delete conversation” to confirm. Deletion removes the invites, replies, summaries, and share links for that Conversation.
How do I delete my account?
First download the data you need and delete your Conversations. Then use the “Request account deletion” action in Settings > Privacy, or email privacy@hearken.my. See the privacy page for the full picture.
Still stuck?
We are happy to help directly.
If your answer is not here, contact us and include the email you used to sign in plus the page where you got stuck — that lets us solve it in one reply.
Contact Hearken