Support
Help with Pipewise.
Answers to common questions. If you can't find what you need, contact us and we'll reply by email.
Emergencies are not a support ticket
If you smell gas, suspect a leak, hear a carbon monoxide alarm, or see a boiler smoking or behaving abnormally: stop, open windows, leave the property and call your local gas emergency line and a registered engineer. Do not rely on this tool in an emergency.
Getting started
How do I run a diagnosis?
Open the AI workspace, describe your problem or project in a sentence or two, and select Run diagnosis. You'll get a structured result in seconds.
Where is the AI workspace?
The AI workspace lives at /checklist and is linked as “AI workspace” in the header and footer. Everything — diagnosis, plan visuals, walkthrough video and the Project Brief export — runs from that one page.
What makes a good description?
Include the symptom, the system type (combi, system or conventional boiler; radiators or underfloor), when it started, and whether gas or electrics are involved.
Subscriptions & billing
How do I upgrade or cancel?
Choose a plan on the Pricing page to upgrade. To cancel, use the customer portal link in your account emails; access continues to the end of the period.
How do run credits work?
Every plan is a straight subscription that includes a monthly allowance of run credits: 1 diagnosis a month on Trickle, 12 a month on Flow, and unlimited runs on Mains. One credit covers one full diagnosis or project. Credits reset at the start of each billing period, do not roll over, and are not sold as separate top-up packs.
Which currencies do you accept?
All plans are priced and billed in USD.
Exports & data
Where is my Project Brief?
Select Export Project Brief (PDF) after a diagnosis. It downloads immediately to your device.
How long do you keep uploads?
Uploaded photos and sketches are cached for generation and cleared after 30 days by default. See the Content License and Privacy Policy.