How can we help?
Get answers to common questions about your subscription, billing, and clinical note generation. Can't find what you need? Reach out — we typically respond within 24 hours.
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Common questions
How do I cancel my subscription?
Open NoteCoach, go to your dashboard, and click "Manage subscription" on the subscription card. That opens our secure billing portal where you can cancel with one click.
Cancellations take effect at the end of your current billing period — you keep full access until that date. No prorated refunds, no retention scripts, no calls required.
How do I update my credit card?
Same place: "Manage subscription" → "Payment method" → add a new card. The portal is hosted by Stripe (PCI-compliant) so your card data never touches our servers.
How do I switch from RBT to BCBA plan (or back)?
Inside "Manage subscription", click "Update plan" and pick the other tier. You'll only be charged the prorated difference for the remaining days in your current billing cycle.
I forgot my password
On the login page, click "Forgot password?". We'll email you a reset link. If the email doesn't arrive within a couple of minutes, check your spam folder. Still nothing? Email us and we'll reset it manually.
My note didn't generate or came out wrong
This is rare but it happens. Two things to try first:
1. Refresh the page (Ctrl + Shift + R) and try again. Our AI provider sometimes returns a brief error during peak traffic.
2. Check your daily limit. RBTs can generate up to 5 notes per session date and BCBAs up to 10. If you've hit the cap, you can buy extra notes ($1.50 each, never expire) from the dashboard.
Still failing? Email us with the client's initials and the time you tried — we'll investigate the audit log directly.
How is my data protected?
Your clinical data is stored encrypted on Google Cloud (covered by our signed BAA). Note generation requests use de-identified placeholders — your clients' real names never leave our protected environment. Sessions auto-logout after 15 minutes of inactivity for HIPAA compliance.
For full details see our Privacy Policy and Terms of Service.
Can I export my notes?
Yes. From "My Notes" you can open any note and click "Copy" to paste into your EHR (OfficePuzzle, etc.). For a bulk export of all your notes as a single file, email us and we'll send you a CSV/PDF archive.
Do you offer team / clinic plans?
Right now plans are billed per individual provider ($50/mo RBT, $70/mo BCBA). For clinic-level pricing covering 5+ therapists, write to us — we set up custom plans on request.