Getting into your account
Choose “Forgot password” on the sign-in page to reset it. Just signed up? Check your inbox for the verification link.
Your plan and payments
Open billing settings for your subscription, payment history and renewal options. Get in touch if you need help with a charge or refund.
A task that's stuck
Tell us what you wanted your teammate to do and what happened instead. Include any error message, with private information removed.
Privacy and security
Contact support privately about security concerns. Leave passwords, keys and customer data out of screenshots.
Deleting your account
How to delete it
In the Syl app, tap your initials to open Settings, then choose Delete account. On the web, sign in and delete your account.
What happens
Deleting cancels your personal subscriptions, stops your bots and permanently deletes your account and private data, including files and memory. Messages you already shared stay in other people's conversations. We keep the billing records the law requires, and apps you connected keep their own copies.
Plans, credits and computers
Choose or change a plan
An organisation owner opens Billing and chooses a plan. Each organisation-owned space counts once, including its first space; non-archived bots count within their own space. Members do not add capacity, and unused bot capacity cannot be moved between spaces. All standard plans have the same features. Enterprise uses Contact sales and a separately authorised agreement.
Renewal and cancellation
In Billing, choose Change plan, select a plan, and confirm. The change starts at the next renewal. A downgrade is accepted only when existing spaces and bots fit; new provisioning must also fit the accepted next plan. No resources are deleted or archived for you. Manage subscription opens payment history and cancellation. Cancellation keeps paid access until the displayed period end.
Choose how a bot pays for AI
During setup, choose Pay as you go or Use my existing provider. Pay as you go uses credit you add to Syl. Your existing provider is a ChatGPT, Claude, Copilot or SuperGrok plan you sign in with, or an API key you add; Syl charges nothing for that AI. A consumer AI subscription is compatible only if that provider offers a supported connection. Switch any time in Settings → AI models; the change affects subsequent requests, and in-flight work keeps its original funding terms. Syl never switches a failed provider connection to your credit automatically.
Add Pay as you go credit
Starting credit can be added with your first plan payment. Later, an organisation owner opens Billing → Add credit, chooses $10, $25, $50, $100, reviews the quote, and continues to payment. Purchases and balances are USD. Applicable tax is added at checkout and does not buy credit. Syl adds no separate payment fee or currency conversion; your bank or payment method may charge for converting its currency. The balance updates only after verified payment, not merely because a checkout page returned successfully.
Rates and reserved credit
Pay as you go uses Vercel AI Gateway’s published model rates plus 15%. Review current input, output, and supported cache rates when choosing the model. Chargeable reasoning counts as output. Each request, including model-powered helpers, reserves enough credit before dispatch and settles its confirmed usage once. Unused reservations are released; requests with unresolved usage keep their reservation while they are checked. Rates for an admitted request do not change mid-request. There is no free monthly AI grant, automatic replenishment, or automatic overage charge.
When funding runs out
New unfunded requests pause. History, files and completed work remain. Add credit or switch to your existing provider, then resume eligible work or send a new request. Check completed external actions before repeating instructions. A payment failure grants nothing. A delayed payment may require Refresh balance; do not repeatedly purchase to resolve an uncertain payment. Contact support if payment or reserved usage remains unresolved.
Credit and data retention
Credit you add does not reset at renewal or expire while the account is retained. Cancellation preserves unused credit and saved workspace data for reactivation; an active paid plan is required to spend credit or run hosted compute and cloud memory. Native notes remain available and Advanced memory can still be disabled or cleared. Account deletion is separate and permanent: export needed native notes and files and contact support about unused credit before deleting. A confirmed refund or reversal removes the unspent related credit; consumed amounts remain in the billing audit for review.
Computer sleep, sharing and queues
Starter, Team, and Business have one shared on-demand computer per space. Enterprise defaults to shared and retains the option to choose Private in a bot’s computer settings. Each bot has one assigned computer at a time; switching does not merge the computers’ files or browser sessions. Bots have distinct browser profiles, but profiles do not isolate bots on the same machine. Only share a space with people and bots you trust with its computer. Different spaces stay isolated. Computers sleep when idle and scheduled work can wake them; saved state resumes, but uninterrupted processes during sleep are not promised. Up to 4 computers per organisation run at once on Starter, Team and Business, or 10 on Enterprise; excess work queues. There are no computer-hour purchases or monthly computer allowances.
Fair use and review
Ordinary interactive work and bounded routines are included. Bulk historical ingestion, continuous arbitrary background workloads and bypassing operational safeguards are outside this offer. Heavy legitimate use is not automatically abuse. If sustained use needs a material restriction, Syl explains the affected work, notifies the organisation owner in advance where practical, and offers support review. Advanced memory allows up to 120 capture and recall requests per organisation per minute; excess cloud work pauses briefly and can retry. Saved notes and cloud-data cleanup remain available. An urgent runaway or security incident may pause affected work immediately. Restrictions create no charges and do not erase saved work; unaffected workflows remain available where possible.
Billing on mobile
Account → Plan shows the same plan, renewal and credit balance. Where the app’s distribution permits external billing, Manage on web opens billing for the selected space. Sign in with the same account if requested, complete the action, then choose Return to app. Refresh Plan after returning. Builds without external billing links still show current account status; an organisation owner manages purchases on the web.
Advanced memory
Enable Advanced memory
Open Settings → Memory on web or desktop, or Account → Memory on mobile. A space owner can turn on Advanced memory with an active plan. Review the Supermemory disclosure and allow processing. Each member must give their own permission before their content is processed. No provider account or API key is needed.
What is remembered
Only selected useful facts and bounded excerpts from new conversations are captured. Enabling does not upload old histories, saved-note libraries, or documents. Saved notes remain Syl’s editable native memory. Isolated is the default; Shared allows explicitly shared facts to be recalled by other bots in the same space. Changing the default affects new captures and does not publish existing private memories.
Turn off or clear
Turning off stops new cloud reads and writes and keeps previously stored cloud memories for later. Clear advanced memory turns the switch off and removes that space’s managed cloud data from active recall. It preserves saved notes and chat history. Cleanup may remain pending while processing finishes or the provider is unavailable; Syl retries automatically, and you can retry Clear advanced memory. A clear also prevents queued work from restoring old data.
Saved notes and export
Open a saved note to edit it, then save your changes. Export Markdown exports your native saved notes only; it is not a cloud-memory export. On mobile, the system share sheet lets you choose where to save that export. Native notes remain available when Advanced memory is off, unavailable, or paid access has ended.
Privacy and availability
Supermemory processes the selected content for storage and recall. Retrieved memories can be incomplete or outdated, and are never permission to take an action. Provider backup retention is governed by its privacy policy. An outage or safeguard pauses the enhancement without charging an overage or deleting notes. Clearing remains available after paid access ends. Shared space facts survive individual member departure; deleting a bot or space queues cleanup of the cloud data it owns.
Self-hosted memory
Native memory requires no hosted vendor. Optional memory-provider connections remain configurable in web settings for self-hosted deployments. The managed Advanced memory switch is part of the hosted service.