Support — Ascent Performance Lab

Need a hand with the Ascent HI Chrome extension? Most answers are below — and the Full product guide covers every feature in detail. For anything else, email support@ascenthi.com — including the extension version shown at the bottom of the extension's Support tab helps us help you faster. We aim to respond within one business day.

Getting started

Signing up. Create your account inside the extension with your work email — the free 7-day trial requires a business email domain (personal domains such as gmail.com aren't eligible). No credit card is needed. Your trial includes 10 research briefs and 1 practice call every day.

Researching a prospect. Open a LinkedIn profile (the extension reads only the tab's web address — never page content) or type a name, then click Research. Adding the company makes the match far more accurate, especially for common names. If several people match, the extension will ask you to pick the right one. Searches that find nothing, or that ask you to pick, aren't counted against your research sessions.

Briefs are built from public web sources. Review and edit everything before you rely on it, and verify details against the profile you have open. When we can't find something — an email, a phone number, or the person at all — we say so rather than guessing.

Practice calls

Pick the skill you want to work on and place the call — a live voice conversation with an AI version of your prospect, up to ten minutes, followed by a scored coaching report in History. Allow the microphone when Chrome asks; if you declined it, re-enable it under Chrome's Settings → Privacy and security → Site settings → Microphone.

Plans, billing & credits

The Performance Plan is $29/month: 5 practice sessions and 50 research briefs per month. Monthly allocations reset each billing period — unused sessions and briefs don't roll over. Need more mid-month? $10 top-up packs add 50 research briefs (research pack) or 5 practice sessions (practice pack), bought separately; top-up credits never expire while your subscription is active.

Manage or cancel your subscription from the extension's Account tab, or directly through our secure Stripe billing portal (enter your account email and Stripe sends you a sign-in link).

Please note: canceling your subscription forfeits all remaining credits at the end of your billing period — monthly sessions and briefs and purchased top-up credits alike. Full details in the Terms of Service.

Deleting your account

In the extension, open the ? Support tab and choose Permanently delete account. If you have an active subscription, cancel it first — deleting your account does not stop billing on its own. Deletion permanently removes your account, profile, history, and credits.

Troubleshooting

• Research feels slow. A thorough brief can take 30–90 seconds — that's normal. The card fills in as results arrive.
• "LinkedIn profile detected" doesn't appear. The banner shows only on a profile page (a linkedin.com/in/… address). Company pages, feeds, and search results don't count — type the name instead.
• The pre-filled name looks odd. Some profile addresses don't spell out a name — the extension asks you to complete or correct it. Type the name exactly as shown on the profile.
• Sign-in trouble. Use "Forgot password" on the sign-in screen; the reset code arrives by email (check spam). Still stuck? Email us.
• Wrong person came back. Add the exact company name (as they'd write it) and Research again.

Teams

Contact