Support
Need help with a citation? Email us.
One inbox. One human. Replies within a business day, usually within a few hours.
Common questions
Most things have a one-line answer.
- The extension can't read this page (403 / restricted URL).
- Big journal publishers like BMJ, Nature, Science, NEJM, and Cell block server-side fetches. Switch to the Journal source type and citeplain will resolve the DOI via Crossref directly — skipping the page entirely. Or paste the DOI on citeplain.com.
- I activated my license key but the extension still says Free.
- Open the popup → Settings (cogwheel) → check the key is exactly the one from your welcome email. Spaces around the key are stripped automatically. If still Free, the license validation cache may be stale: click the cogwheel, then Sign out, then paste the key again.
- Citations from the homepage don't appear in my cloud library.
- Cloud sync is a Pro feature. The Save button on the homepage and per-style pages writes to localStorage on the free tier, cloud library on Pro. Make sure you're signed in to /dashboard before saving.
- I bought Pro on the wrong email.
- Reply to support@citeplain.com with the Stripe receipt. We'll move your license + active subscription to the right address without you losing a day of access.
- How do I cancel my subscription?
- Sign in at citeplain.com/login, go to Settings → Plan → Manage subscription. That opens the Stripe Customer Portal where you can cancel or downgrade. Access continues until the end of the billing period you already paid for.
- The citation format isn't quite right for my journal's house style.
- Citeplain v1 routes Pro styles through citation families (e.g. ACS through a chemistry-numbered formatter). Some niche house styles share output with their family base. If you need exact OSCOLA pinpoint citations or ACS small-caps, reply to support and we'll prioritise the per-style refinement.
Policies
The short version.
- Refunds. 30-day no-questions-asked refund on your first Pro purchase. Email support@citeplain.com.
- Cancel anytime. Open the Stripe portal from /dashboard/settings and click Manage subscription. Access stays until the period you paid for ends.
- License key lost. Sign in at /login with the email you used at checkout. License keys live under Settings → License keys.
- Account email change. Reply to support@citeplain.com from the email on file. License + Stripe customer move with you.
- Data export / deletion. Email support@citeplain.com. We respond within 30 days under GDPR / Swiss FADP / CCPA.
Full legal terms in Privacy, Terms, and Honor code.