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If something breaks, you write to us and a person answers.

Frank has an email address, a LinkedIn page and a team of four people who read what comes in and answer. This page says what to write so the answer is useful, which problems you can fix on the spot, and where to go for each thing.

Two channels, both with a person behind them.

Email is the main channel and the only one where we can look into the details of your session. LinkedIn is for news and for reaching us if you prefer that channel; anything involving session data always moves to email.

  • Email

    For a technical problem, a question about your account, a deletion request or a billing matter. Write from the email address you use to sign in to Frank.

    contact@tryfrank.app

  • LinkedIn

    Product and team news, and a direct message if you prefer that channel. Don’t send session data through it.

    Frank on LinkedIn

Every message is read and answered by a person on the team, not by a system. Whoever answers knows the product from the inside, so the reply gets into your case and not into a ticket queue.

What to include so the answer is useful.

With these five details we go straight to the problem instead of asking for more.

01The scenario
The name of the scenario and, if you know it, the program and the story it belongs to.
02The session
Approximate date and time, and the language you ran it in. If the report already exists, the link.
03Browser and device
Chrome, Safari, Firefox or Edge and its version; computer or phone; operating system. If you use headphones, which ones.
04What happened
What you expected to happen, what happened, and whether it happened once or every time. A screenshot is worth more than a paragraph.
05Which email you sign in with
Write from the account you use with Frank or tell us in the message, so we can find the organization without asking for more.

Don’t include passwords or other people’s data. If the problem affects several people on your team, a single email from whoever manages the account works better than one per person.

Email support

What you can fix on the spot.

The problems that come up most often and their fix. Try this before writing; if it doesn’t work, write to us and tell us what you tried.

The microphone isn’t detected

Frank asks for microphone permission the first time you enter a session. If you denied it, the browser remembers and won’t ask again.

  1. 01

    Look for the permissions or padlock icon in the address bar, allow the microphone for tryfrank.app and reload the page.

  2. 02

    If you have more than one microphone (headphones, webcam, the built-in one), pick the right one in your system’s sound settings: the browser uses the default.

  3. 03

    On macOS also check System Settings, Privacy & Security, Microphone, and that your browser is allowed. On Windows, Settings, Privacy, Microphone.

  4. 04

    Close other apps that may be using the microphone, such as a video call open in another tab.

  5. 05

    If it still doesn’t work, try a fresh window with no extensions or another browser, and write to us with the browser and the operating system.

The audio cuts out

It is almost always the connection. Frank sends and receives audio in real time, and an unstable network shows up as dropouts or as replies that arrive late.

  1. 01

    Close video calls, downloads and anything else using the network at the same time.

  2. 02

    Move closer to the router or plug in a cable. If you are on a corporate network or a VPN, try another network, for example your phone as a hotspot.

  3. 03

    Use headphones: without them, the microphone can pick up the counterpart’s voice and the audio steps on itself.

  4. 04

    If the dropout always happens at the same point in the scenario, that one is on us. Write to us with the scenario and the approximate time.

The session won’t load

Frank runs in the browser, with nothing to install, and needs a recent version of Chrome, Edge, Firefox or Safari.

  1. 01

    Reload the page. If the screen stays on “connecting”, wait a few seconds and try again.

  2. 02

    Check that the network allows real-time connections: some corporate networks and hotel portals block them. Trying from another network rules this out in a minute.

  3. 03

    Update the browser or try another one.

  4. 04

    If the problem is access (you don’t see the assigned mission, the invitation link expired), write to us from the email you sign in with and we’ll check it with whoever manages your organization.

I want to delete my sessions

Session audio is stored with your consent for a maximum of 90 days and then deleted. The report is kept without the audio.

  1. 01

    Each person can delete their sessions before that period ends.

  2. 02

    If you would rather we do it, or you also want to delete the report or the whole account, write to us from the email you sign in to Frank with.

  3. 03

    After an account deletion request, personal data is erased within a maximum of 30 days, except where the law requires longer retention.

What is kept, for how long and who sees it

Your problem isn’t here? Write to us with the five details above

Where to go for each thing.

Support is for what isn’t working. For everything else there is a page, and it’s here.

Whatever is left to ask, gets answered out loud.

Listen to Frank

Thirty minutes with your case on the table, nothing to install and no form in between.