## Frequently asked questions This FAQ covers common questions about the HIBIKI support portal, including accounts, billing, getting help, and finding your way around. Use the sections below to find an answer quickly. ## Accounts Visit the sign-up page, enter your email address and organisation name, verify your email address, and complete your profile. Account creation is free. Yes, but we recommend using one account per organisation so you can keep your projects, licences, and billing in one place. If you need separate accounts for different organisations, use different email addresses. Go to your account settings, update your email address, and confirm the change through the verification link sent to the new address. If you cannot access your old email address, contact support at `support@hibiki.co.uk`. Your account and associated data are permanently removed. Any active subscriptions are cancelled, and access to purchased products is revoked. Contact support before deletion if you need to export data or transfer ownership. ## Billing HIBIKI accepts major credit and debit cards. Available methods may vary by region and product. Check the billing settings page in your account for the current options. Go to **Billing** in your account settings and open the **Invoices** section. You can download past invoices as PDF. See the [Billing and Payments guide](/help-center/guides/billing-and-payments) for step-by-step instructions. Yes. You can upgrade or downgrade your plan from the billing settings. Upgrades take effect immediately with prorated charges. See the [Billing and Payments guide](/help-center/guides/billing-and-payments) for details. You will receive an email notification. Update your payment method in billing settings to retry the payment. If the issue persists, contact support at `support@hibiki.co.uk`. ## Support access You can use the support widget on any HIBIKI domain, email `support@hibiki.co.uk`, or submit a ticket through the support portal. See [How to contact support](/help-center/faq/how-to-contact-support) for full details. Email queries typically receive a reply within 2 business days. The community forum is answered by both staff and other users. Yes. Join the [HIBIKI Community](https://go.hibiki.co.uk/community) to discuss non-sensitive queries with peers and staff. Use the support widget or email `support@hibiki.co.uk` with a clear description, steps to reproduce, and screenshots if possible. Include the product name and your platform. ## Platform and navigation Use the product selector in the top-left of the sidebar to switch between HIBIKI support, HIBIKI asset, HIBIKI game, HIBIKI web, and other products. See [Getting around](/navigating-support) for a guided tour. Some products allow workspace customisation, such as project ordering and notification preferences. Options vary by product, so check the settings page within each product. Licence keys and download links for purchased assets are available in your account dashboard under the relevant product section. If you cannot find them, contact support. Use the product selector in the sidebar to switch to the product you need. Each product has its own tabs for guides, API references, and FAQs. Didn't find what you're looking for? Email us at `support@hibiki.co.uk` or visit the [Help Center](/help-center) for more articles.

General FAQ

Frequently asked questions

Accounts

Billing

Support access

Platform and navigation