Containly account, data and support

The Containly account on the website is separate from the users in your self-hosted Containly installation. It is one account for purchased licences, support and the community forum. Never share licence keys, passwords, authenticator secrets or recovery codes with the chat or forum.

Can I change my account email?

There is currently no self-service account email change. Account settings show the verified email address. Contact support@containly.ch for help; the support chat cannot change it or search other accounts.

How do I change or reset my password?

When signed in, open your account settings and the password section. Enter your current password and your new password. If you cannot sign in, use the password reset link on the account login page and follow the email. The chat cannot reset a password for you.

How do I manage two-factor sign-in and passkeys?

Open the sign-in security controls in your account settings. Two-factor sign-in uses an authenticator app (TOTP) and one-time backup codes. Passkeys are also available for the website account; their private key remains on your device or in your password manager. Keep your recovery codes somewhere safe, not in the chat. This does not mean that the self-hosted app has the same passkey settings.

How do I delete my account and what data stays?

The deletion controls are in account settings. You must confirm the action with your password. Deletion removes the account email, password, sessions and your support requests. Licences keep working; purchase records and invoices remain for legal retention (10 years). Forum posts remain without your account name unless you delete them first. Deleting an account does not cancel a subscription. For privacy requests, contact support@containly.ch.

Where are my invoices and subscription settings?

Sign in with the verified purchasing email, open your licence in the account and use its invoice or subscription controls for the Paddle customer portal. Lifetime is a one-time purchase without renewal. The chat does not download invoices, read payment methods, issue refunds or cancel subscriptions. A licence added only by possessing its key does not establish purchase ownership for personal billing answers.

What can the guided chat tell me about my own account?

Opening the chat shows topics. A topic opens its questions without asking the AI. Only selecting a question produces an answer. My licence appears only for a signed-in purchasing account with an owned licence. With several licences, choose one first. My subscription appears only with an owned non-Lifetime subscription; My orders and invoices only with stored purchase records; My support requests only with your own requests.

Personal answers use stored licence, signed-webhook/purchase and account-owned support state without AI or a live Paddle lookup. They state when the data was read and that recent changes can be delayed. Licence validity, trial end and a confirmed next billing date are different facts: a trial end does not prove payment. If a next billing or resume date is not stored, the chat says it is unknown.

Other question and This did not help enable typing; typing remains available for follow-ups. New chat clears the conversation and hides typing again. Closing the panel or changing page preserves the conversation in this tab. Signing out or changing account clears private chat history on the next session check.

How do I ask support or report a bug?

The account support page lets you create a request and read your own replies. For an installation problem, include the Containly version, what you expected, what happened and safe reproduction steps. Remove secrets from logs and screenshots. The public forum and help guides are alternatives. A problem answer can offer to hand the chat to support after you sign in; no request is sent just by selecting a topic. You can also email support@containly.ch.