Frequently asked questions
Short answers to the things people ask most, gathered in one place. Each one links to the fuller guide if you want the detail. If your question is not here, the in-app support form reaches a human. See Getting help.
What it is
A cross-cutting cheat sheet. The rest of these docs go deep on each topic; this page gives you the one-line version so you can settle a quick question without hunting. It is written to be accurate for loan officers, org admins, and the sales, marketing, product, and support teammates who explain TrueTone to customers.
Who it is for
- Loan officers who want a fast answer before diving into a guide.
- Org admins confirming how seats, credits, and governance behave.
- Sales, support, and product teammates who need to answer a customer honestly on the spot.
Getting in and your account
How do I sign in?
With your email and password at truetone.ai. That is the one live way in today. A one-time email sign-in link and Google sign-in are part of the foundation of the TrueTone System and are on the way, but they are not offered as buttons yet. See Signing up and signing in.
Do I have to verify my email?
Yes. A verification link is sent to your inbox when you sign up, and your account is not fully active until you click it. If you try to sign in first, TrueTone guides you back to resend the link. See Account security and sessions.
I forgot my password. Can support tell me what it is?
No. Your password is stored scrambled and is unreadable to everyone, including support. You reset it yourself from the sign-in screen and choose a new one. For your protection, the reset screen shows the same message whether or not an account exists. See Signing up and signing in.
How long do I stay signed in?
About a week per device with regular use. Each device has its own session, so signing out on one does not sign you out of the others. See Account security and sessions.
My company added me. Do I sign up on my own?
No. If you hold a seat, you receive an invite email with a link to set your password. Use that link the first time, then sign in normally. If the invite is missing or expired, ask your org admin to resend it. See Signing up and signing in.
Plans, credits, and billing
What is the difference between my plan and my credits?
Your plan keeps the TrueTone System on and refreshes a pool of AI credits each billing period. Credits are the meter you spend when you generate content. One does not replace the other: the plan renews your monthly credits, and credit packs add more on top when you need them. See Billing and credits.
How much does TrueTone cost?
There is one plan for individual loan officers, billed monthly or annually, plus a per-seat plan for organizations. The current figures, the annual saving, and the free trial are all on Plans and pricing. Always confirm the live price shown at sign-up.
What does a generation actually cost in credits?
Every action has a flat, published price shown as a quote before you generate. To give you the shape of it: an email is 2 credits, a blog post 6, a video script 6, blog audio in your voice 8, a social post 10, an AI image 10, an audiogram 15, and a rendered video 20. Voice previews cost zero. See Billing and credits for the full list.
Why did my balance drop when nothing came out?
A generation that failed had its held credits returned automatically. You are only charged for work you actually receive. If you see a hold that has not cleared, give it a moment and refresh your Billing page. See Troubleshooting.
Does regenerating cost credits again?
Yes, though a regeneration has its own published price, and it is never more than generating that content fresh. Often it is less: regenerating a social caption is 5 credits, while a fresh social post is 10. The exact cost is shown before you confirm. Editing a draft you already generated is free. See Billing and credits.
Which credits get spent first?
Monthly credits, always. They reset each billing period, so TrueTone spends them before touching purchased pack credits, which roll over and wait until you use them. See Credit packs and top-ups.
How do I get more credits?
On your own account, buy a credit pack from the Billing page and it lands right away. On a seat, use Request more credits and your org admin is notified. If you have hit your own limit while the organization still has credits, ask your admin to raise your limit and you are unblocked instantly, with no charge. See Billing and credits.
Creating content
What are the five Channels?
Blog, Email, Social, Video, and Audiograms. Each one drafts finished content in your voice from a topic. See Creating content.
Does TrueTone send my emails for me?
No. The Email channel is export only. It writes and formats a complete email, then hands it to you to copy or download and send from your own email platform. There is no audience or list-sending built in, and no “reply and we will send it” step. See Email.
What is a seed?
A seed is a curated topic worth writing about, so you never start from a blank page. Seeds can be sent by your organization, curated by TrueTone from your Interest Groups, or written by you. See Seeds.
Is Tru the thing that writes my content?
No. Tru is the onboarding interviewer only, a short two to five minute conversation that helps build your TrueTone Profile. Your analysis is delivered after the session. Content generation is a separate step across the five Channels. See Your TrueTone Profile.
Do I get a different social caption for each platform?
No. Social produces one caption for every platform, not a tuned version per network. Connecting a network is optional and only needed to schedule posts. See Social posts and Connecting social accounts.
Your website
When do my website edits go live?
The moment you save. Your site is a fully hosted content system with no draft layer, so what you save is what a visitor sees on the next page load. Treat every save as publishing, and use View your site to confirm. See Your website.
Does TrueTone connect to my CRM?
You can push contacts to a connected integration or export them to a CSV that loads into your CRM. There is no live, two-way sync: the hand-off is one-directional and on demand. Changes you make later in your CRM do not flow back. See Contacts.
API keys and AI assistants
What can a connected AI assistant actually do?
Only what you grant it. When you create a key for the TrueTone API or approve an AI assistant through the TrueTone Connector, you choose its Capability Groups, and everything it can read or do is bounded by those. It acts as you, never more, and anything it creates spends your credits exactly as the same work would in the app. See API keys and AI connections.
My API key stopped working. What happened?
Almost always the key was replaced. Rotating a key mints a new one and gives the old one a short grace window before it stops authenticating; revoking a key stops it immediately, with no grace and no undo. Check the API Keys page in your account and switch to the current key, or create a new one. If requests generally work but one kind is refused, the key lacks the Capability Group that action needs; groups are chosen when a key is created, so issue a new key with the right ones. See API keys and AI connections.
Compliance and governance
Is the compliance gate blocking my content today?
No. Compliance checks are staged. The framework is built and contracted, but it is rolling out channel by channel in advisory mode, so today a check flags issues rather than blocking release. As your organization turns on enforcement for a given channel, checks on that channel begin to gate release. Never assume a check has blocked something unless the outcome clearly says so. See Compliance checks on your content.
As an org admin, what do I distribute to my seats?
Seeds, meaning topics. Org admins distribute the raw material for content, not finished posts. Each loan officer generates their own on-voice content from the seed.
Who is billed on an enterprise plan?
The organization. The organization itself is the billing entity, invoiced for the seats it provisions, and each seat is a loan officer with the full system and access to a shared pool of credits.
Security and privacy
Can staff at TrueTone see my content or data?
Your content, credits, and settings are tied to your account and isolated from other customers, and that isolation is enforced and audited. On the rare occasion an authorized team member needs to view your account to resolve an issue, that access is limited and recorded, so there is always an accountable trail. See Impersonation and audit.
Is my account protected from abuse and runaway spending?
Yes. Bot protection is in place, generation is guarded by automated safeguards, and spending is capped, so a rare fast burst of requests may pause for a moment before continuing. These protections keep everyone’s costs safe. See Abuse and spend protection.
A few honest reminders so nothing catches you off guard:
- Email and password is the only live sign-in method today. A magic link and Google sign-in are on the way but have no button yet.
- You are only charged for content you receive. Failed generations return their credits; regenerations spend again.
- Website saves are instant. There is no draft layer, so a save is live right away.
- Compliance checks are advisory today and rolling out channel by channel. They do not block your content unless an outcome clearly says so.
Still stuck, or your question is not here? Send it from the in-app Help and Support form and a human replies to your inbox. See Getting help and Troubleshooting.