EvidenceHelix
EVIDENCEHELIX SUPPORT

How can we help?

Most problems can be fixed in a minute with the steps below. If they don't solve it, email us and a person will read your message.

✉ support@evidencehelix.com

Please include the page address, what you were doing, what you expected, and a screenshot if you can. Never send passwords, patient information, or other health records.

Troubleshooting

Start with the problem that matches what you see.

I can't sign in

  1. Check that you're using the email address you registered with.
  2. New account? Open the verification email we sent and confirm your address first. Check your spam or junk folder.
  3. Forgot your password? Choose Forgot your password? on the sign-in screen and follow the reset link in your email.
  4. If a reset link doesn't work, request a new one and use the most recent email.

The page is slow or won't load

  1. Wait a moment and try again. The research service can take longer to answer the first request after a quiet period.
  2. Reload the page. If something looks out of date after an update, do a hard refresh: Ctrl+Shift+R (Windows/Linux) or ⌘+Shift+R (Mac).
  3. Turn off browser extensions that block scripts, then reload.
  4. Still stuck? Email us the page address and the time it happened, with your time zone.

Professor says the answer was withheld

Professor fails closed: if it can't find directly relevant evidence with a traceable source, it tells you rather than guessing. To get a better result:

  • Use specific names: a gene symbol (CYP2C19), a drug's generic name (clopidogrel), or a plant's scientific name (Curcuma longa).
  • Ask about one relationship at a time, for example "Does X interact with Y?"
  • Read the closest cited evidence Professor shows. It lists what Professor found, even when that wasn't enough for a confirmed answer.

A plant shows "Unresolved"

"Unresolved" means the name couldn't be matched to a single taxonomic record. Common names such as "beets" or "rose" can refer to several species.

  • Search by scientific name, for example Beta vulgaris or Rosa canina.
  • If a well-known species still shows "Unresolved", email us the name you searched.

3D anatomy or brain views are blank

  1. These views need WebGL. Use a current version of Chrome, Edge, Firefox, or Safari.
  2. Turn on hardware acceleration in your browser settings, then restart the browser.
  3. Close other tabs that use a lot of graphics, then reload.

Notebook Lab won't start or lost my work

  1. The notebook runs inside your browser, so the first start can take a while. Wait for it to finish loading.
  2. Notebook files are stored by your browser. Clearing site data, or using a private window, removes them. Download notebooks you want to keep.
  3. Try a different browser if the notebook never finishes loading.

Billing and subscriptions

  • Paid plans are handled securely by Stripe. Open Settings → Plan & payment in your workspace to change your plan, update your card, or download invoices through Stripe's customer portal.
  • Enterprise access is managed separately. Contact legal@evidencehelix.com.
  • For a charge you don't recognize, email support@evidencehelix.com. Don't send card numbers.

Delete my account

Signed-in users can delete their account in Settings → Danger zone → Delete account. Deletion asks you to confirm and can't be undone. See Account Deletion for what is removed and what backups may briefly keep.

Report security issues privately. Send vulnerabilities to security@evidencehelix.com, not to a public issue tracker.

Frequently asked questions

Short answers to the questions we hear most.

Is EvidenceHelix medical advice?

No. EvidenceHelix is a research and educational platform. It does not diagnose, prescribe, or tell anyone to start, stop, or change medication. Talk to a qualified clinician about personal health decisions.

Why did Professor withhold an answer?

Professor fails closed: when it can't find directly relevant evidence with a source, it says so instead of guessing. Try specific names, such as a gene symbol, a drug's generic name, or a plant's scientific name, and ask about one relationship at a time.

Why is some evidence labelled weak or limited?

Weak evidence is shown and labelled rather than hidden. Labels reflect the study design, such as a case report, an animal study, or a randomized trial. An association is never presented as proof of cause.

Where does the evidence come from?

From public biomedical sources such as PubMed, Europe PMC, ClinicalTrials.gov, MedlinePlus, NCBI Gene, and openFDA, each used only after its license has been reviewed. Every result keeps its source and provenance. See Sources and methods.

Can I upload patient records or health information?

No. EvidenceHelix v1 accepts public research data only. Don't enter patient records, participant-level clinical data, protected health information, or confidential sponsor material.

How do I cite EvidenceHelix?

Cite the original sources shown with each result, and see How to cite EvidenceHelix for citing the platform itself.

How is my data protected?

Our Trust Center covers security, privacy, AI transparency, and research data. Also see the Privacy Policy and Data Retention pages.

How do I contact EvidenceHelix?

Email support@evidencehelix.com for help. Send security reports to security@evidencehelix.com and legal or enterprise questions to legal@evidencehelix.com.