alphaScreen Support
Public guidance for setup help, account access, passkeys, candidate verification, memberships, billing, product updates, and support contact.
Last updated: October 22, 2026
Call AI Customer Support at (605) 599-8008.
Email support@alphasourceai.com with your company name, buyer email, role name if relevant, and a short description of the issue. Do not send passwords, setup tokens, or private candidate details unless support specifically requests them through an approved channel.
Before starting, open the device check, allow camera and microphone access, select the intended devices, and test the speakers. Say a short sentence at normal volume until the meter shows Mic ready. For Mic low, move closer or select another microphone and repeat the check. Where supported, Record voice sample lets you record and play back three seconds locally; the sample stays on the device. Use a quiet place and a stable connection.
Follow the on-screen verification recovery if launch access expires. During an interview, use Try microphone when offered before refreshing the page. Contact support if recovery fails; a refresh does not guarantee a resumed interview or retake.
A dash means unavailable, not zero. Review interview status on Candidates. Attempts explicitly identified as having no substantive response do not use role capacity; interrupted interviews with substantive responses may still count.
Use support when the buyer cannot finish account setup, does not know the next step after checkout, or needs help understanding the first role workflow.
If a setup email does not arrive, check spam or junk first, then contact alphaSource with the buyer email and company name. Existing client users can manage optional passkeys from Profile & security. Do not share password setup links publicly.
Choose a 3-, 6-, or 12-month prepaid Essential or Pro term online, or contact sales for installments over that term. Enterprise can use custom per-role or usage-based pricing. Authorized users can check renewal settings, payments, role credits, rollover expiry, or paid pools in Billing; your accepted agreement controls.
For role setup or candidate link issues, include the role name, candidate email if relevant, and a short description of the problem so support can triage the workflow.
If agreement signing or checkout is interrupted, return to the original buyer email flow when possible or contact support with the buyer email and approximate signup time.
Use the public security and privacy pages for high-level review. Specific legal, privacy, or security questions can be routed to alphaSource support before purchase.
Help now reflects the new memberships; accepted existing agreements stay unchanged.
Essential and Pro offer 3-, 6-, and 12-month prepaid terms; contact sales for installments
Billing shows renewal controls; cancelling does not erase current-term obligations
Enterprise supports custom platform-and-role or usage-based pricing and optional paid pools
Pro and Enterprise include eligible dashboard AI support alongside their agreed support channels
Interview evaluation now uses clearer role-specific evidence anchors and distinguishes unavailable scores from scored results.
Scorable answers are evaluated against each question's role-specific rubric
Warm-up and questions missed through interviewer or technical problems are excluded
Candidate status labels distinguish no response, technical issues, processing, and scored results
Historical scores are not all automatically recalculated; contact support about a specific report
Improved device checks and recovery guidance help candidates prepare and continue through access or microphone issues.
Clearer Mic ready and Mic low feedback, with optional local voice-sample playback
Try microphone recovery is available when an in-interview audio warning is shown
Expired launch authorization returns candidates to verification or their preserved information form
Attempts explicitly identified as having no substantive candidate response are excluded from role interview usage.
No-response attempts receive no Interview Score rather than zero
An interrupted interview with substantive responses may still use capacity
The entry alphaScreen membership now uses the clearer Essential name across signup, billing, and support.
Pricing, included interviews, duration caps, and role fees are unchanged
Existing memberships continue without any account or billing migration
Checkout and agreement screens now show Essential consistently
Client users now have one place to manage personal account settings and optional passkey sign-in.
Update a name or verified email from Profile & security
Choose Light, Dark, or System appearance
Add, rename, or remove supported passkeys
Continue using a password as a fallback
Optional text verification is available in eligible candidate interview-access and buyer signup flows.
Eligible candidates and buyers may choose Email or Text Message when both are offered
Buyer signup includes a delayed-text email fallback and a visible resend countdown
Text-message consent is optional and shown before requesting a code
Email remains available if text delivery cannot be confirmed
The client workspace and support paths were refreshed for clearer navigation and help.
Updated dashboard overview and navigation
Talk with Support remains available inside the client workspace
Public phone and email support guidance is easier to find
These answers are for buyer and account setup support. Product and workflow questions are covered in the main FAQ.
No. New Essential and Pro memberships have a 3-, 6-, or 12-month commitment. Online signup is prepaid; contact sales for monthly installments over the same selected term. Installments are not a month-to-month cancellation option: current-term payments remain owed. Enterprise terms are customized. Existing and custom accounts keep their accepted agreement terms.
New Essential prepaid platform memberships cost $1,200 for 3 months, $1,950 for 6 months, $3,300 for 12 months. Pro costs $2,100 for 3 months, $3,600 for 6 months, $6,500 for 12 months. Prices are USD, before applicable tax; role fees are separate. Contact sales for monthly installments over the selected term; these are not the prepaid price divided into monthly payments. Your accepted agreement controls existing or custom pricing.
Essential role fees are $399 and Pro role fees are $699 (USD), separate from platform fees. For per-role memberships, role fees apply when paid roles are opened; supported per-role top-ups add interview capacity. Usage-based Enterprise instead follows its accepted platform fee, per-completed-interview rate, and any paid pool. Your accepted agreement controls.
New Essential roles include 20 interviews, a 10-minute cap, and 5 scored questions; additional interviews cost $25 each. Pro roles include 30 interviews, a 12-minute cap, and 6 scored questions; additional interviews cost $30 each. Platform fees, role fees, and extra interview capacity are separate. Enterprise capacity, duration, question count, and rates are customized in the accepted agreement. Prices are USD; existing signed terms continue to apply.
New agreements show actual start and end dates before signing. The agreement-generation date fixes the new retail term's start; the end is 3, 6, or 12 months later. Payment must succeed for the agreement to take effect and access to activate; it does not move those agreed dates. Enterprise uses its agreed service dates. Check Billing for Stripe's actual payment and renewal schedule, which can differ from the legal service dates. Existing accepted agreements retain their own terms.
New Essential and Pro memberships auto-renew at the same accepted platform price and term unless renewal is turned off in Billing before the displayed renewal date. Cancelling means stopping the next renewal, not refunding the current term or removing owed installments. Prepaid access continues through the paid term; monthly access remains subject to payment. Refund exceptions follow your accepted agreement, applicable refund policy, and law. Enterprise and legacy agreements may have a notice cutoff: it is the deadline to request non-renewal, not the date access or payment obligations end.
Enterprise can use platform-and-role pricing or usage-based membership with a platform fee plus an agreed per-completed-interview rate. A paid interview pool may cover eligible usage before metered charges apply. Pools are not unlimited interviews; their quantity, price, and conditions come from the accepted agreement. Billing shows available pool and usage information to authorized users; a preview is not an invoice or proof of payment. Do not buy per-role top-ups for a usage-based account. Contact support about a discrepancy.
Pro's rollover model converts eligible unused capacity from a closed role into credits for the same client or entity. New Pro credits expire 90 days after role closure, not 90 days after membership renewal. Check the credit balance and expiry in Billing; do not assume credits transfer between entities. Essential does not include rollover. Enterprise rollover, when agreed, follows its configured terms; a prepaid usage pool is separate from closed-role rollover credits.
Essential includes the Help Center and email support. Pro includes live support chat and email support. Enterprise includes a dedicated Client Support Agent and support as agreed. Eligible Pro and Enterprise users can also open Talk with Support for browser AI guidance; it is not a live human conversation or an account-management tool. Human support availability follows your agreed arrangements; no immediate response or resolution is guaranteed.
Eligible Pro/Enterprise clients get dashboard AI guidance. Essential uses Help Center/email support. When email escalation is available, it can submit your name, reply email, and a brief issue summary to support@alphasourceai.com after you explicitly approve sending them. It sends only for requested escalation, not after every conversation. It cannot inspect accounts, change records, transfer a browser call, or promise when the team will respond. If submission is not confirmed, email the support team directly. AI Customer Support is also available at (605) 599-8008.
Before starting, open the device check, allow camera and microphone access, select the intended devices, and test the speakers. Say a short sentence at normal volume until the meter shows Mic ready. For Mic low, move closer or select another microphone and repeat the check. Where supported, Record voice sample lets you record and play back three seconds locally; the sample stays on the device. Use a quiet place and a stable connection.
Interview launch authorization lasts five minutes after verification. If it expires or cannot be used, follow the on-screen return to Verify and request a fresh code. If returned to the information form, review the preserved details and continue. Avoid repeatedly clicking Start or creating another candidate record. If recovery fails, contact support with the role, approximate time, browser, and error text; never share a verification code or private interview link.
If an audio warning appears during the interview, use Try microphone when offered, check microphone permissions and the selected input, then answer again. Follow the on-screen recovery guidance before refreshing the whole page. Refreshing does not guarantee that an interrupted interview can resume. If the interview ends or recovery fails, contact the hiring team or support before attempting a retake.
Buyer verification happens before the agreement and checkout. Choose Email or, when offered for an eligible U.S. mobile number, optional Text Message with consent. The code expires in 10 minutes. Follow the displayed resend timer: normally 60 seconds for email and 120 seconds for another text. If a text is delayed, Use email instead appears after about 60 seconds. This buyer verification is separate from candidate interview-access verification and client sign-in.
An attempt explicitly identified as having no substantive candidate response does not consume the role's interview capacity. This includes warm-up-only attempts identified that way. An interrupted interview with substantive responses may still count. An unavailable score alone does not establish a capacity credit; contact support if the usage looks incorrect.
Contact alphaSource at support@alphasourceai.com with your company name, buyer email, and a brief description of the setup issue.
Check spam or junk first. If it still is not available, contact support with the buyer email and company name so alphaSource can review the setup status.
Sign in with your password, open the account menu from the initial in the upper-right corner, choose Profile & security, and then choose Add a passkey. Password sign-in remains available as a fallback.
For Email, check spam or junk and use the available resend option. If Text Message was selected and delivery cannot be confirmed, choose Email instead. Contact support if the candidate still cannot continue.
Use the support contact with your company name and buyer email. Billing and agreement details are handled through authorized account and support workflows.
Contact support before opening another paid role. Include the buyer email, company name, and whether first-role prepay was selected during signup.
Include the role name, candidate email if relevant, what the candidate saw, and whether the candidate checked browser permissions or retried the link.
Refresh once and use the original buyer email flow if available. If the issue continues, contact support with the buyer email and approximate signup time.