Help and support
Last updated 4 October 2026
E-mail support@atesensoftware.comWe answer within 2 business days (Türkiye time). Never send passwords, tokens or exported files.
Common questions
Help Scout says I have no API access
Help Scout's Free plan has no API access. Standard, Plus and Pro plans work. Your Help Scout user must also be able to see the mailbox you want to export.
What does the free preview include?
Per Help Scout account: 25 conversations exported in full (PDFs, CSV files, attachments), and the conversation list (subject, customer, dates) for up to 250 conversations, so you can count and choose. An Archive Pass or Monitor removes both limits.
The export is slow
Help Scout limits API requests per account: 200 a minute on Standard, 400 on Plus and 800 on Pro. The app uses at most three quarters of that so your other integrations keep working. Leave the tab open while it runs.
My browser or connection stopped halfway
Every finished ZIP part is already saved. Open the app again and choose Resume: it continues with the next part, nothing is duplicated or skipped.
I paid but exports are still limited
Unlocking usually takes a few seconds after the payment. Reload the app. If it is still limited after a few minutes, write to us with the e-mail address you used at checkout.
Where are my invoices? How do I cancel Monitor?
Help Scout owners and admins see Invoices and billing in the app. It opens Paddle's customer portal, where you can download invoices, update your payment method and cancel. Paddle also e-mails every receipt.
How do I get a refund?
See the refund policy.
Security
Report security issues to support@atesensoftware.com with "SECURITY" in the subject.