Help & Support

Credits are consumed when you run AI-powered tools. Each tool has a different cost — generating a website costs 20 credits, writing a letter costs 3. You can see the cost on each tool card before you run it. One full project setup typically costs around 50–80 credits.

Most tools complete within 1–3 minutes. Website generation can take up to 5 minutes. If a run has been pending for more than 10 minutes, try refreshing the page. If the status still shows as running, contact us and we'll investigate.

Yes — all generated content is a starting point, not a final draft. For websites, click on any text section to edit it inline. For PILs and letters, download the document and edit in Word. Always review AI output before using it in a real study context.

The more context you give the AI, the better. Upload your study protocol and any existing PIL draft. Fill in the project details (therapeutic area, phase, inclusion criteria). The autofill tool will read your documents and populate the project automatically.

Yes — go to Team & Usage in the header menu to invite colleagues by email. Team members can view and edit all projects in your organisation. You can control who has admin rights.

MediaPaddle is designed for creating trial communications materials — not for processing patient data. You must not upload documents containing identifiable patient or participant information. All uploaded files are scanned for malware and stored encrypted in EU-based infrastructure.

Go to your Account page and click Manage Subscription. You can cancel at any time — you keep access until the end of your current billing period. No partial refunds are issued for unused days.

Check your spam or junk folder first — verification emails occasionally land there. If it's not there, go back to the login page, enter your email and password, and look for a "Resend verification email" link. If you're still stuck, contact us.