Most problems are one of the few below, and each one has a fix you can apply yourself. If none of them match, the inbox is read by a human.
This is almost always Chrome withholding the session cookie, not a real sign-in problem. The extension reads your existing hookova.com cookie so there's no second login to set up, and Chrome only allows that read when the extension has site access.
The badge is the whole report for a right-click save, because there's no popup to write into. Hover the toolbar icon and the tooltip carries the full sentence. The two common ones: a page that isn't http or https (a chrome:// tab, a local file, a PDF viewer) can't be saved, and “Couldn't reach hookova.com” means the request never left — usually offline, occasionally a corporate proxy.
A grey ✓ means the page was already in your library, so nothing was added. It's a duplicate, not an error — open the board and you'll find the original save with whatever notes you left on it.
Categories are picked by a model reading the page, and it does get things wrong. Open the save on your board and choose the right shelf — your choice always beats the automatic one, and it sticks. Picking a category in the popup before the model finishes wins too.
It shouldn't — typing cancels the close countdown, and whatever you'd typed is flushed when the popup goes away. If a note has genuinely gone missing, that's a bug worth an email, with roughly when it happened.
You keep the credit. Credits are only charged on a report you can actually read, so a failed download or a failed analysis never costs you one. Instagram Reels is in beta and public posts only, which is where most failures land; TikTok and YouTube Shorts are steadier. Videos have to run between 3 seconds and 3 minutes.
Email us with the address on the account. Plan changes and cancellations run through the Stripe billing portal, reachable from Settings — your plan stays live until the end of the period you've already paid for.
Email from the address on the account and say which. Deleting the account takes your saves and reports with it.
Questions about plans, credits and supported platforms are answered on the FAQ, and there’s more on what the extension does and doesn’t touch on the extension page.