Hepi Hepi
Plans and Billing

Troubleshooting

Plans and Billing

Resolve issues with locked features, missing free trials, and point balance problems.

Most billing and plan issues in Hepi come from sync delays or a mismatch between the expected plan tier and the actual account state.

Tip
If you upgraded or topped up points but the app hasn't reflected the change — quit and restart Hepi. This forces a refresh from the server.

Common issues

A feature appears locked

Features like Hide from Screenshots and Screen Recording, Unlock SEB Desktop, or Bypass Screenshot Protection require a Pro or Premium plan and show a lock icon on Free:

  1. Check your plan — Confirm you’re on Pro or Premium. Go to Menu → Profile to see your current plan.
  2. Check trial status — If you were on the Free Trial, confirm it hasn’t expired (7-day Premium trial).
  3. Check Administrator rights — Some Pro features stay disabled if Hepi isn’t running with Administrator privileges, even with the correct plan.
Info
Ghost Mode, Text Capture, and Type to Window are available on the Free plan — no Pro required for these.

Missing free trial

If you expected a trial but it isn’t active:

  • Eligibility — Trials are for first-time users only.
  • Account linked? — Make sure you completed the Login process and your device is linked.
  • Sync issue — Quit and restart Hepi to force an account state refresh.

Meeting session stopped unexpectedly

If Meeting Assistant stops transcribing mid-session:

  1. Check your point balance — View your points balance in the app or profile. Sessions stop automatically when the balance hits zero.
  2. Check connection stability — Long sessions need a stable connection to verify your ongoing plan status.

Access issue vs. technical issue

  • Access issue — The feature is visibly locked, labeled “Upgrade,” or says “Trial Ended.”
  • Technical issue — The feature is available and clickable, but produces an error or doesn’t behave as expected.
Info
If the feature is enabled but not working correctly, refer to the specific troubleshooting page for that tool — for example, [Meeting Assistant Troubleshooting](/docs/troubleshooting/meeting-assistant).

Last updated: 2026-05-03

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