Frequently asked questions
We hope you find the answer you're looking for!
If you don't see your question, start a live chat session or email us at [email protected] and we'll be happy to help.
Is my account safe and secure?
We maintain the highest security standards to protect both our software and your data, with 24-hour monitoring and security patching. Your data is always sent over a secure SSL encrypted network, and this network is protected by an enterprise level firewall to keep your data safe. Backups are taken hourly, and our scalable cloud-server technology means your service will never be unavailable.
Who owns the data I store on HelloReport?
Your data always remains your property. We understand that our customers want to safeguard their proprietary templates and sensitive client information, and HelloReport will never own, use or publish the information you store on our database. Your reports can be synced with popular cloud storage services and all your data can be downloaded on-demand should you ever decide to cancel.
How does the free trial work?
You can sign up and access your account immediately upon verifying your email address. You are then free to use the software in full for 14 days or 15 reports, whichever comes first. Trial reports carry a watermark. If you cancel within 14 days of signing up, or don't enter your payment details before the trial ends, your account will be closed, and you won't be charged. If you do decide to pay, you can still choose to cancel your account in the future, but you are responsible for charges already incurred up until the end of your account's expiry date. Refunds cannot be issued for payments made after your initial trial.
Can I upgrade or downgrade during my trial?
You can choose any package to begin your free trial, and you can upgrade or downgrade your package at any time from the Manage Billing page. Downgrades won't take effect until the next billing cycle, so you can sign up to any plan and experience the full software free for 14 days or 15 reports, whichever comes first, before deciding which plan is right for you, and you can upgrade or downgrade your account at any time after your subscription begins.
Do I have to sign a long-term contract?
No. HelloReport is a pay-as-you-go service. There are no contracts or commitments necessary. You simply maintain your monthly subscription, or, if you cancel, you won't be billed again.
Can I cancel at any time?
Cancelling HelloReport takes 3 clicks. One to access your Billing page, one to click Cancel My Account and the third to confirm. You can close your account at any time, and you will never be billed again, nor will your information be passed on to any third party.
What happens to my data when I cancel?
You keep full access until the end of the billing period you have paid for. After that, your reports, photos and PDFs remain hosted for 30 days, then they are permanently deleted and cannot be recovered, so download anything you want to keep before then.
Are there any fees in addition to my subscription plan?
The plan you sign up to is limited to the number of properties you require. Users and reports are unlimited.
Does the AI Assistant cost extra?
No. The AI Assistant is included in every HelloReport plan, and in the free trial. There's no add-on to buy, no credits and no usage cap.
How do I turn on the AI Assistant?
An account owner or manager can turn it on in the web app. Open the account menu, choose Report Settings, then the AI Assistant tab. Switch on Enable AI Assistant, choose the report types to use it for and save. New accounts have it switched on already. For accounts opened before it launched in November 2026, it's off until you turn it on.
What types of payment do you accept?
We only accept payments online via a debit or credit card, which will create a monthly billing agreement to start 30 days from the date you sign up, that you can cancel at any time. For customers on one of our Enterprise payment plans we can also accept payment by Direct Debit.
What web browsers are supported?
HelloReport is optimised for modern web browsers. For the best experience, we recommend Google Chrome, Mozilla Firefox or Safari. On mobile devices, use the built-in browser or download our mobile apps to complete reports in the field without the need for an internet connection.
Which mobile or tablet device can I use?
We've built our apps for iOS and Android so you can produce reports in the field without the need for an internet connection. For iOS, iPhones and iPads are great, and our users especially love the iPad Mini. For Android, we recommend avoiding budget devices if you're planning on producing detailed reports with many embedded photos. We recommend using devices no more than 3 years old to be sure your device supports the latest operating system and technologies.
Designed to scale to your needs
- Unlimited Users and Reports Add your whole team at no extra cost.
- Seamless Cloud Storage Secure, accessible storage designed for growth.
- Fair Pricing No add-ons. Pay only for what you need.
Want to see HelloReport in action?
Request a customised demo to discover how our platform can help supercharge every stage of your reporting process.
Thanks. Your request is in.
Damian from our sales team will call you, usually within one working day, to find a time that suits you. The demo itself typically takes 30 to 60 minutes, with time for your questions.
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Damian
While you wait, see how it works or our pricing. Need us sooner? Email [email protected].