Frequently Asked Questions

General

What is Holobiont AI?

An AI assistant for health and wellness work. Depending on your role, you can chat with AI that draws on a curated knowledge library, keep supplement, biomarker and food catalogs for your company, analyze meal photos with Food and follow your usage and credits. See the Features Overview.

Why can’t I see some sections?

A sidebar item with a lock means the feature isn’t available for your account. Its page says so, with a Contact us link.
Documents (the page for managing the shared document library) and Graph (the knowledge graph) are administrator settings: only platform administrators see them. Everyone still uses the library’s documents and datasets through Chat.
Under My Company, Users and API Keys are only for company leaders.

What’s the difference between a Member and a Leader?

Both use the app the same way. Leaders also manage the company: they add and remove users, edit company and billing details, buy credits, set up auto-recharge, manage payment methods, create API keys and save AI Settings. Members can view AI Settings, billing details and the credit balance but can’t change them.

Who can see my chats?

Chats are saved for your company, so people in your company can see the conversation list. Usage, credits and your supplement and biomarker catalogs are also kept per company. The knowledge library that chat draws on is shared across companies and maintained by platform administrators.

Credits and billing

How am I charged?

There is one plan, Pay-as-you-go, with no monthly fee. Every AI call (chat, Food analysis, AI imports) is charged to your company’s prepaid credits, and what was charged is listed under My Company → Credits → Activity. A new company starts with a one-time 5,00 € welcome credit; after that, a company leader buys credits. See Pricing.

Where do I see the credit balance?

On the Dashboard in the Credits card, and under My Company → Credits, which also shows the last 30 days of spending, about how long the balance will last, and every credit added or spent.

What happens when credits run out?

AI features pause for everyone in your company. The dashboard’s Credits card shows Out of credits and a banner at the top says that Chat, Food and the API are paused until credits are added. Ask a company leader to buy credits under My Company → Credits. To avoid this, a leader can turn on auto-recharge there.

Do credits expire?

No. Credits never expire.

How do I buy credits?

Company leaders: My Company → Credits → Buy credits. Pick 25 €, 100 € or 500 €, or enter an amount from 25 € to 10 000 €, and pay by card. Credits usually arrive within a minute.

Where do we manage cards and invoices?

A company leader opens My Company → Billing → Manage Billing.

Why was our VAT number rejected or not verified?

An EU VAT ID is checked in the EU VIES register every time you save the company details. If VIES says the number is invalid, the details aren’t saved: check the number and country. If VIES doesn’t answer at that moment, the number is saved without verification; save again later to retry.

How can we use fewer credits?

Ask focused questions in a single conversation rather than many broad ones.
Use a lower reasoning level in chat when you don’t need deep thinking.
Switch off agents you don’t need under AI Settings (company leaders).
Follow where credits go on the Usage page and under My Company → Credits.

Chat

How do I get better answers?

Be specific and give context, for example the biomarker values or the product you mean.
Attach the file or image the question is about.
Use the suggested follow-up questions.
Open References or Retrieved Chunks to see what the answer was based on.

Can I change the AI’s tone and style?

Yes, under AI Settings: Identity sets things like philosophical alignment and professional background, and Linguistics sets language, tone, reading level and formatting. Only company leaders can save changes.

What files can I attach in chat?

Images, PDFs, spreadsheets and documents. See AI Chat.

Food

What photos does Food accept?

JPEG, PNG, WebP or HEIC, up to 10 MB. You can take a photo with your phone’s camera or choose a file. See Food.

API

How do I get an API key?

A company leader creates one under My Company → API Keys. The full key is shown only once, when it’s created, so copy it then. Afterwards the list shows only its last 4 characters. See API.

Account and troubleshooting

Check your email and password, or use Forgot Password? to set a new one.
Try Login with Magic Link to get a sign-in link by email. (Accounts with 2FA sign in with password and code.)
If 2FA codes keep failing, use one of your backup codes.
Still stuck? Ask a company leader to check your account, or contact support.

How do I change my password or set up 2FA?

Open Profile under Account in the sidebar and use Change Password or Two Factor Authentication.

A page won’t load or looks wrong

Refresh the page. If it keeps happening, sign out and back in, or contact support.

How do I report a bug or request a feature?

Contact your account manager or the Holobiont support team. For a bug, include what you did, what you expected, what happened, your browser and a screenshot if you can.