Common questions
Security & privacy
Who can access the files I upload?
Only admins within your organization. Cross-organization access is completely blocked by Firestore rules.
See the Privacy Policy for details.
Is my data used to train Google's AI models?
No. Per Vertex AI's terms, data sent via API is not used for retraining and is deleted on Google's side within 24 hours.
Is it safe to upload confidential internal documents?
Technically yes, but follow your company's compliance policy. If you need assurance:
- Review our DPA (Data Processing Agreement)
- Request a signed DPA if required (contact-sales@manabiq.com)
- ISO 27001 / SOC 2 certification planned for late 2026
How fast is data deletion after account removal?
Primary data: immediate. Full removal from backups: up to 90 days. See Account deletion.
AI generation
Who's responsible if the AI generates incorrect information?
By design, manabiQ's HITL (Human-in-the-Loop) requires admin review before publish. The admin bears ultimate responsibility for published content. We strongly recommend using the AI Confidence Report to catch issues before publish.
Will two runs from the same source produce identical results?
No. AI generation has stochastic elements, so results vary slightly. Save the version you like via /review before editing.
Can I generate Japanese courses from English sources?
Yes. Add "Generate in Japanese" to custom instructions, or use the multi-language toggle post-generation.
How long does generation take?
Typically 30 seconds to 2 minutes. Larger PDFs (near 20MB) can take a few minutes.
Plans & billing
What happens if I upgrade mid-month?
Stripe auto-calculates the prorated difference and charges it.
Can I get a refund for annual cancellations?
Generally no. Turn off auto-renewal on the next cycle. Check the Terms of Service for specifics.
What if I exceed 40 learners?
Standard plan allows up to 100 learners total at $4/each over 40. Or upgrade to Enterprise for 100 included.
How do I change my payment method?
/settings/billing → Manage Subscription → Stripe portal.
Troubleshooting
My sign-in email isn't arriving
Check:
- Spam folder
- Email typo
- Whether your company email system is blocking
noreply@manabiq.com - Wait a few minutes and try resending
If still nothing, contact support.
"Link invalid" error
Magic links expire after 1 hour. Request a new one from /learner-login or /login.
"Access denied" error
Possible causes:
- Trying to sign in to a different account than the one invited
- Session expired
- Admin removed you from the course
Sign out and retry with the original invitation email.
Mobile display issues
Supported browsers:
- Safari iOS 15+
- Chrome Android 100+
- Edge iOS / Android
Update if you're on an older version.
Other
Can I integrate with Intercom / Zendesk?
Not yet — planned. For now please use our standard email support (contact@manabiq.com).
Can I run manabiQ on-premises?
Not currently. Enterprise dedicated-environment option under consideration (2027+).
What are your support hours?
Business days, 9:00–18:00 JST (Japanese). Email 24/7 accepted; first reply target within 1 business day. AI chatbot with 24/7 auto-response is planned.