Help & Support

Installing

Windows says “Windows protected your PC”

SmartScreen shows this for installers it has not seen many times yet. Click More info, then Run anyway.

Check the file first. Because the installer is not yet code-signed, Windows cannot tell you who published it — so verify it yourself. Run Get-FileHash .\AMI-Setup.exe -Algorithm SHA256 in PowerShell and compare it with the checksum on the download page. If they do not match, delete the file.

Antivirus removed the installer

Some antivirus tools quarantine unsigned installers automatically. Restore it from quarantine, or allow the file after checking the checksum. AMI needs no special permissions and does not install a driver or a system service.

Do I need administrator rights?

No. AMI installs for your user account only, so it works on a locked-down machine — though a managed work laptop may still block it by policy.

Where does it install?

You can pick the folder during setup. The default is your user profile’s application folder, and a desktop and Start-menu shortcut are created.

The free trial

Every new installation gets 40 minutes of interview time, once. You do not need an account to use it.

When does the clock run?

Only while an interview session is actually running. Having the app open, browsing settings or reading old answers costs you nothing.

I reinstalled and my trial did not come back

That is intentional. The trial is tied to the computer, not to the installation, so reinstalling — or clearing app data — does not reset it. This is what keeps the free tier fair for everyone.

My trial time looks wrong

Trial time is counted on AMI’s servers, not locally, so it is consistent across restarts. If the number looks clearly wrong, tell us the details and we will look at the record for your device.

Signing in

You must confirm your email before you can sign in

When you create an account we send a confirmation link. Until you click it, sign-in will be refused.

Known rough edge. If your email is not confirmed yet, the app currently says “Incorrect email or password” — which is misleading, because your password is probably fine. If you are sure the password is right, check your inbox for the confirmation email first. We are fixing that message.

The confirmation email has not arrived

Check spam and junk folders.
In the app, open Account and use Resend confirmation.
Wait a few minutes before trying again — see the note below.

“Email rate limit exceeded”. Our mail service currently limits how many messages can go out per hour, so during a busy period you may see this. It is not a problem with your account. Wait an hour and try again, or contact us and we can confirm your address manually.

I forgot my password

In the app, open Account → Log in → Forgot password. We email a reset link. The same hourly email limit applies.

Do I even need an account?

Not for the trial. You need one to subscribe, because a subscription belongs to a person rather than a machine — that is what lets your plan follow you to a new computer.

I paid, but the app still shows Free

Work through these in order. The second one fixes the most common case by far.

Give it a few seconds. After payment the app checks for your new plan automatically and pops to the front with a confirmation. This usually takes under ten seconds.
Log out, then log back in. If you subscribed before creating your account, your payment was recorded against this computer rather than your account. Signing in again attaches it to you properly and restores the plan. This is the single most effective fix.
Check the email. Make sure the account you are signed in with is the same address you used at checkout.
Restart AMI. A fresh start re-reads your plan from the server.
Confirm the payment actually completed. Look for a receipt email from Paddle. A card that was declined at the last step leaves no subscription behind.

Still Free after all five? Contact us with the email address you paid with. We can see whether the subscription reached us and put it right — do not pay a second time.

Using AMI on another computer

Install AMI on the new machine, open Account and sign in with the same email. Your paid plan is restored there automatically.

Your original computer is unaffected — signing in elsewhere does not sign you out here.
You can repeat this as often as you need.
The free trial does not transfer. It belongs to each machine separately.

Changing or cancelling your plan

Open Account in the app. From there you can cancel, or open the secure billing portal to update your card, change plan and get your invoices.

What happens when I cancel?

Your plan stays active until the end of the period you have already paid for, then reverts to Free. You are not charged again and you are not cut off early.

Can I get a refund?

See our refund policy. If you think you were charged in error, contact us — we would rather fix it than argue about it.

Who actually takes the payment?

Paddle is the merchant of record for AMI. Your card statement will show Paddle, and they handle billing and sales tax. That is also why your invoices come from them.

Staying hidden during a screen share

AMI’s answer overlay asks Windows to exclude it from screen capture, and it is kept out of the taskbar and the alt-tab switcher.

Check it yourself, do not trust us

Start an interview session so the overlay is open.
Go to Settings → Test my invisibility → Run invisibility check.
AMI captures your screen the way a screen-share does and tells you whether the overlay appeared in it.

Be realistic about what this protects against. It hides the overlay from software screen capture on your own machine. It cannot help against a phone or camera pointed at your screen, a hardware capture device, someone sitting beside you, or a proctoring tool that monitors running processes rather than the picture. Results can also vary with your graphics driver and Windows version — which is exactly why the built-in check exists. Run it on the machine you will actually interview on, before the interview.

Also make sure the platform you use is allowed to be used this way. Check the rules of the interview or assessment you are taking — that is on you, not on us.

Audio problems

AMI is not hearing the interviewer

Interviewer audio comes from your system output. If you are on headphones with a separate app-level volume, make sure that app is actually producing sound.
Check the input and output devices in AMI’s Settings match the ones the call is using.
Windows privacy settings can block microphone access entirely — look under Privacy & security → Microphone.

It hears me but not them, or the other way round

That is usually one of the two streams being captured from the wrong device. Change it in Settings and start a fresh session — device changes are picked up when a session starts.

No answers appearing

You need to be online. Answers are generated on AMI’s servers, so the app cannot answer offline.
Free trial finished? Once the 40 minutes are used the app stops answering until you subscribe. It will tell you if that is what happened.
Very busy period. If the service is briefly rate limited, answers can slow down or fail. Try again in a moment.
Restrictive network. Some corporate or campus networks block the connection AMI needs. Try a different network to rule it out.

An API key box in Settings → Advanced is not currently used — AMI answers through its own server on your plan. Entering a key there will not change anything today. We would rather tell you that than let you wonder why it has no effect.

Your data

What we hold, in plain terms: your display name and language, an identifier for your computer, how much trial time you have used, and — if you create one — your email address and subscription status. Card details never reach us; Paddle handles those.

Interview audio is transcribed so it can be answered. Read the privacy policy for the full picture, including how long things are kept and how to ask for deletion.

Contact us

Email support

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We usually reply within 1–2 business days.

To get a fast answer, include: the email address on your account, what you expected to happen, what happened instead, and — if it is a billing question — the date of the charge.